Omnichannel Operations Manager
2 months ago
Macy's is seeking a highly skilled and experienced Omnichannel Operations Manager to join our team. As a key member of our operations team, you will play a critical role in driving the growth and success of our customer service strategy within the At Your Service, Signing and Merchandise Logistics areas.
Key Responsibilities- Lead and develop strategies to manage product movement logistics and fulfillment, working closely with various partners to drive sales and profit.
- Direct the receiving and processing of all merchandise receipts, maintaining back-of-house standards and ensuring a safe and efficient experience for customers.
- 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.
- 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.
- 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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Louisville, Kentucky, United States Macy's Full timeAbout the RoleMacy's is seeking a highly skilled and experienced Omnichannel Operations Manager to join our team. As a key member of our operations team, you will play a critical role in driving the growth and success of our customer service strategy.Key ResponsibilitiesLead and develop strategies to optimize product movement logistics and fulfillment,...
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