Manager, Digital Experience
Macy's
Administration
Houston, TX, USA
Posted on Dec 22, 2024
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 Manager, Digital Experience leads assigned team members in responding to customer inquiries, including order placement, service or chat inquiries, quality audit issues, and back-line questions. The Manager maintains an effective onboarding process, establishes a culture of selling and service, monitors daily service levels, and ensures appropriate coaching for the team. They reassign functions as necessary and lead projects that enhance the overall customer experience, performing additional duties as assigned.
What You Will Do
Leadership and Team Management: Ability to lead, develop, and inspire a team of colleagues, cultivating a positive culture, and providing consistent coaching to exceed performance expectations.
Communication and Relationship Building: Strong interpersonal skills to effectively communicate with team members, cross-functional partners, and stakeholders; capable of building and maintaining relationships across multiple divisions and levels.
Customer Service Expertise: Exceptional customer service skills with a focus on meeting and exceeding customer expectations; experience handling escalated customer issues and inquiries.
Project Management: Proficiency in managing and prioritizing multiple projects; adaptability to address shifting business needs and lead special projects that improve customer and employee experience.
Problem-Solving and Decision-Making: Ability to independently identify, analyze, and solve complex, ambiguous problems with attention to detail and critical thinking.
Process Improvement: Experience in process development, improvement, and implementation, especially in areas that enhance operational efficiency, colleague experience, and customer satisfaction.
Analytical and Mathematical Skills: Strong analytical abilities with proficiency in calculating figures like discounts, percentages, and proportions, as well as applying basic algebraic concepts.
Organizational and Time Management Skills: Skilled in organizing, prioritizing tasks, managing time effectively, and handling multiple responsibilities with flexibility.
Technical Proficiency: Proficient in MCCS systems, Microsoft Office, and basic computer navigation and keyboarding skills.
Motivational and Coaching Abilities: Ability to motivate and engage team members through effective coaching conversations and to recognize achievements, fostering a high-performance environment.
Attention to Detail and Compliance: Capable of interpreting safety rules, operating instructions, and procedural documents; upholding standards in a structured environment.
Who You Are
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.
CALL00
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. Additional benefit details are available at macysJOBS.com.
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 Manager, Digital Experience leads assigned team members in responding to customer inquiries, including order placement, service or chat inquiries, quality audit issues, and back-line questions. The Manager maintains an effective onboarding process, establishes a culture of selling and service, monitors daily service levels, and ensures appropriate coaching for the team. They reassign functions as necessary and lead projects that enhance the overall customer experience, performing additional duties as assigned.
What You Will Do
- Lead a team of 12-15 colleagues.
- Cultivate a positive culture as the primary executive presence in the environment.
- Ensure facilities are well-maintained and communicate office presentation needs to all relevant parties.
- Coach and support team members to exceed department performance expectations, sharing team progress with business stakeholders.
- Assist in developing, improving, and implementing processes that enhance both the colleague and customer experience.
- Build strong relationships and collaborate with team members across multiple divisions (MCCS and Stores), both in-person and remotely.
- Suggest methods to improve operational areas.
- Monitor team performance to ensure goals are consistently exceeded; hold team members accountable and motivate them to surpass department goals.
- Regularly train and develop employees, recognizing their achievements.
- Drive and communicate consistent priorities to the team.
- Address employee issues and conflicts, providing input, feedback, and coaching.
- Interview, hire, train, direct, manage, coach, develop, coordinate, and evaluate both direct and indirect reports; offer developmental opportunities; plan, assign, and manage work; establish strategy and provide decision support; guide the team to meet or exceed performance and behavioral expectations; address complaints and resolve employee issues.
- Manage projects that respond to business needs.
- Handle inquiries from internal and external customers, including escalated customer phone issues.
- Actively advance the company culture while ensuring a high-quality customer experience.
- Manage and lead special projects to enhance the department’s overall performance.
- Maintain regular, dependable attendance and punctuality.
Leadership and Team Management: Ability to lead, develop, and inspire a team of colleagues, cultivating a positive culture, and providing consistent coaching to exceed performance expectations.
Communication and Relationship Building: Strong interpersonal skills to effectively communicate with team members, cross-functional partners, and stakeholders; capable of building and maintaining relationships across multiple divisions and levels.
Customer Service Expertise: Exceptional customer service skills with a focus on meeting and exceeding customer expectations; experience handling escalated customer issues and inquiries.
Project Management: Proficiency in managing and prioritizing multiple projects; adaptability to address shifting business needs and lead special projects that improve customer and employee experience.
Problem-Solving and Decision-Making: Ability to independently identify, analyze, and solve complex, ambiguous problems with attention to detail and critical thinking.
Process Improvement: Experience in process development, improvement, and implementation, especially in areas that enhance operational efficiency, colleague experience, and customer satisfaction.
Analytical and Mathematical Skills: Strong analytical abilities with proficiency in calculating figures like discounts, percentages, and proportions, as well as applying basic algebraic concepts.
Organizational and Time Management Skills: Skilled in organizing, prioritizing tasks, managing time effectively, and handling multiple responsibilities with flexibility.
Technical Proficiency: Proficient in MCCS systems, Microsoft Office, and basic computer navigation and keyboarding skills.
Motivational and Coaching Abilities: Ability to motivate and engage team members through effective coaching conversations and to recognize achievements, fostering a high-performance environment.
Attention to Detail and Compliance: Capable of interpreting safety rules, operating instructions, and procedural documents; upholding standards in a structured environment.
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 High School diploma or equivalent are encouraged to apply. 1-2 years of direct experience required.
- 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.
- 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
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.
CALL00
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. Additional benefit details are available at macysJOBS.com.