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Director, Store Operations

4 weeks ago

Pittsburgh, Pennsylvania, United States Macy's Full time
Job Title: Director, Store Operations

About the Role:

As a Director, Store Operations at Macy's, you will lead a team of People Leaders and drive strategy to achieve sales with a focus on the Macy's customer. You will be responsible for presenting a clean, neat, and organized shopping environment for customers, increasing customer loyalty, and delivering on Macy's standards for customer service.

Key Responsibilities:

* Lead a team of People Leaders, including Sales and Customer Service Managers, Omnichannel Operations Managers, and Merchandise Execution Managers.
* Coach, train, teach, and develop skills and strategies to drive customer experience, selling, and operational processes.
* Analyze the store's business to strategize and deliver results; implement action plans to address deficient business areas and highlight growth opportunities.
* Drive and exceed sales goals by leading Macy's initiatives through coaching, feedback, and recognition, while optimizing productivity and efficiency.
* Develop strategies and plan/execute workload for pricing, signing, visual execution, merchandise execution, and event execution.
* Drive profit results by planning and executing workload for product movement logistics, fulfillment, and back-of-house activities.
* Lead the customer service culture in the store. Ensure Colleagues engage with customers and provide a friendly and easy-to-shop environment.
* Review Sales, Customer Experience, and Star Rewards results to strategize actions for continuous improvement.
* Drive Customer Experience KPIs, such as Omni Customer Experience scores and Omni demand metrics.
* Review and utilize data to recognize People Leaders and Colleagues; develop and communicate strategies to improve results.
* Work with Sales and Customer Service Managers to build client relationships between Macy's Stylists and customers through MyClient and other customer acquisition initiatives.
* Strategize, plan, and execute events and community outreach. Ensure proper execution through Sales and Customer Experience Managers.
* Develop People Leader and Hourly Colleague talent. Address performance issues promptly.
* Conduct ongoing Talent Analysis of Colleagues and establish career progression plans for key players to retain top talent and reduce turnover.
* Actively participate in the recruitment process and fill open Executive positions, prioritizing internal movement, Commission, and High-Level Selling areas.
* Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; establish strategies for work; provide insight and decision support; direct and manage the team to meet or exceed performance and behavioral expectations; address complaints and resolve problems with colleagues.
* Ensure effective sales floor coverage through the development of workforce solutions and lead selling initiatives throughout the store as needed.
* Establish a high level of shortage awareness and effectiveness; ensure that all policies and procedures are implemented.
* Perform other duties as assigned.

Requirements:

* Strong leadership skills to manage and develop a team of People Leaders and ensure effective customer experience and operational processes.
* Analytical abilities to assess business performance, identify deficiencies, and implement strategic action plans.
* Expertise in leading a customer-focused culture, ensuring high levels of customer engagement and satisfaction.
* Skill in analyzing data to improve performance metrics and drive customer experience KPIs.
* Capability to develop and retain top talent, address performance issues, and actively participate in recruitment processes.
* Ensure effective sales floor coverage and maintain high standards of operational efficiency and policy compliance.
* Excellent written and verbal communication skills, with the ability to present information clearly and collaborate effectively.
* Highly organized with strong prioritization, time management skills, and the ability to handle multiple tasks simultaneously.

About Macy's:

Macy's is a leading American department store chain that offers a wide range of products and services to its customers. We are committed to providing an inclusive and respectful work environment that values diversity, equity, and inclusion. As a Director, Store Operations, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

What We Offer:

* 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