Senior Manager, CRM Journey Operations

New York, NY, United States

Full time Schedule

$102,960 -$171,600

Annually*

* based on job, location, and schedule

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Job Overview

The Senior Manager, Journey Operations oversees all end-to-end execution for Customer Journeys, including project management, resource management, development processes, and quality assurance. They manage a team of Journey Builders and HTML/Mobile developers responsible for building all owned media touchpoints for the journey. Empowered to make decisions throughout the journey development process, the Senior Manager works to reduce cycle time, enable innovation, and drive speed to market. They thrive in a fast-paced, results-driven, and deadline-oriented environment while leading a large, cross-functional, and results-focused team.

What You Will Do

• Oversee daily priorities and capacity of the journey builder team, managing activation activities for all live and planned journeys.
• Manage intake from external teams, coordinate the new journey backlog, and align with strategy teams to understand and prioritize strategic objectives.
• Collaborate with cross-functional teams (creative, strategy, product, MTech) on User Acceptance Testing (UAT), including test script management and ad hoc testing support.
• Partner with strategy and business teams to build a backlog of potential fast-track or self-service journeys.
• Design omnichannel journey and touchpoint experiences using Lucidcharts.
• Input and maintain Business Requirement Documents (BRDs) for prioritized journeys as business and technical discovery is completed.
• Iterate on the journey operations pod concept, establishing cycle time benchmarks and objectives.
• Maintain and refine process documentation based on operational learnings and optimizations.
• Lead the optimization of key milestones and workflows to maximize team bandwidth.
• Own QA test cases for Email, SMS, App notifications, and campaigns on the Site and App, ensuring all operational SLAs are met, QA functions are robust, cross-functional partners are accountable, and testing/experimentation goals are supported.
• Be hands-on and proficient in all CRM tools, identifying and troubleshooting issues.
• Monitor campaign operations as the primary day-to-day contact, serving as the point of escalation for off-hours business questions/decisions on campaigns and providing contingency planning support as needed.

Team and Process Management:

• Demonstrate thought leadership to improve complex workflows, provide feasible solutions, redefine processes for efficiency, maximize bandwidth, and identify automation opportunities and cost savings.
• Optimize business processes, refine targeting methodologies, and improve overall team productivity.
• Scale the production function to support personalization processes and complex cross-channel campaigns, implementing and optimizing workflow processes with cross-functional partners.
• Partner closely with technical subject matter experts, external partners, and leadership to achieve key project milestones.

Other Responsibilities:

• Develop team members and create succession plans to ensure business continuity.
• Present updates to the Senior Management team.
• Perform additional responsibilities as assigned.

Skills You Will Need

Project Management: Strong project management skills to oversee all aspects of customer journey execution, including managing resources, development processes, and quality assurance.

Team Leadership: Ability to lead and manage a team of Journey Builders and HTML/Mobile developers effectively.

Cross-Functional Collaboration: Skilled in collaborating with cross-functional teams (creative, strategy, product, MTech) and managing User Acceptance Testing (UAT).

Strategic Planning: Expertise in managing intake from external teams, prioritizing strategic objectives, and building a backlog of potential fast-track or self-service journeys.

Omnichannel Design: Proficiency in designing omnichannel journey and touchpoint experiences, including using tools like Lucidcharts.

Process Optimization: Demonstrated ability to iterate on concepts, establish benchmarks, optimize workflows, and enhance team efficiency.

Quality Assurance: Strong focus on quality assurance, with the ability to own QA test cases and ensure operational SLAs are met across various communication channels.

Technical Proficiency: Hands-on experience with CRM tools and proficiency in Microsoft Office software (Word, Excel, PowerPoint) and database applications.

Analytical Skills: Proven analytical abilities, with the capacity to interpret data, identify trends, and solve complex problems.

Communication and Organization: Excellent communication, organization, and prioritization skills, with the ability to manage multiple projects and requirements from various stakeholders.

Escalation and Problem-Solving: Ability to escalate issues, push back when necessary, and challenge the status quo to drive improvements.

Adaptability: Ability to work efficiently and meet deadlines in a fast-paced, cross-functional, team-based environment.

Strategic Thinking: Strong strategic thinking and problem-solving skills, with a focus on quality assurance and high attention to detail.

Who You Are

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 5+ years of experience in CRM, Marketing, Analytics or Digital preferred. 1+ years of direct supervisory experience preferred.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Guild education benefit funds 100% of tuition, books, and fees in designated programs
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy’s

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team – Apply Today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. To view additional benefits information for this role, please visit https://bit.ly/3Sy3fOs