Omnichannel Operations Manager

3 weeks ago

Louisville, Kentucky, United States Macy's Full time

Job Title: Omnichannel Operations Manager

As an essential member of the Macy's team, your experience and guidance will be crucial to the growth and success of our Omni customer service strategy within the At Your Service, Signing and Merchandise Logistics areas. You will lead a diverse and inclusive team through all the details to ensure merchandise is ready for shipment or in-store pick-up, whenever and wherever the customer specifies. Your team will hire and coach staff to manage the logistics of product movement and fulfillment, and maintain an engaging work environment that motivates team members. They will also help drive sales and profit and their own career goals by exceeding the success indicators for the Omni customer experience.

What We Can Offer You:

  • An inclusive, challenging, and refreshing work environment
  • Empowerment to perform impactful work with tangible results
  • Coverage across medical, dental, vision, and retirement
  • Employee Assistance Program (mental health and financial literacy resources)
  • Fully-Funded education benefits may include 100% of tuition, books, and fees
  • Short-term incentive, annual merit, merchandise discounts
  • Colleague Resource Groups (CRGs), give-back/volunteer opportunities

What You Will Do:

  • Lead and develop strategies and plans to execute workload on product movement logistics and fulfillment; work with various partners to manage merchandise flow and incoming receipts to drive sales and profit
  • Direct the receiving and processing of all merchandise receipts; maintain back-of-house standards
  • Elevate Customer Experience by delivering on the Omni Customer Experience score and Omni demand metrics
  • Lead and coordinate At Your Service front of house staff to deliver excellent customer service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations
  • Responsible for leading and managing the successful implementation and achievement of defined SLAs (Service Level Agreements) for Curbside Pick-Up, ensuring a safe, efficient, and punctual experience for customers
  • Manage the entire return process of abandoned BOPS/BOSS orders and non-congruent products
  • Build productive relationships with all team members to drive key measurements of Macy's customer experience
  • Collaborate with and support the Business Administration, Asset Protection and Merchandising functions on safety, audit and RFID programs
  • Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; establish strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; address and resolve concerns
  • Work a flexible retail schedule: day, evening, holidays, and weekends

Who You Are:

  • 3 to 5+ years of management experience in a department or retail store
  • A consistently clear and effective communicator, writer, and presenter
  • Strong in the Microsoft suite, computers, and handheld devices in general
  • An energetic team member who works well with customers and colleagues

Physical Requirements:

  • Talk, hear, and use hands to press, handle, and feel
  • Frequently maintain a stationary position, walk, reach with hands and arms
  • Occasionally required to lift and/or move up to 50 lbs., climb ladders, stoop, kneel, crouch, and crawl
  • Requires close vision, color vision, and ability to adjust focus

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