Macy's · 6 hours ago
Manager, Digital Customer Care
9111 Duke Boulevard, Deerfield Township, OH, 45040, US
Full-time
Onsite
Entry, Mid Level
$55K/yr - $91K/yr
1+ years expMacy's is a storied retail company that has been a part of American culture for over 160 years. The Manager, Digital Customer Care leads a team in responding to customer inquiries and drives initiatives to enhance efficiency and elevate the overall customer experience.
Consumer GoodsFashionRetail
Responsibilities
Lead and develop a team of 20–30 colleagues
Serve as the primary on-site leadership presence, fostering a positive, inclusive, and accountable culture
Ensure facilities are well maintained and communicate office presentation needs to appropriate partners
Coach and support team members to exceed performance expectations; regularly share progress and results with business stakeholders
Develop, refine, and implement processes that improve both colleague engagement and the customer experience
Build strong, collaborative relationships across multiple divisions (MCCS and Stores), both in person and remotely
Identify and recommend opportunities to improve operational effectiveness
Monitor team performance, drive accountability, and motivate the team to consistently exceed departmental goals
Deliver ongoing training and development, recognizing and reinforcing strong performance
Set, communicate, and reinforce clear and consistent priorities
Address employee issues and conflicts through timely feedback, coaching, and resolution
Interview, hire, onboard, manage, and develop direct and indirect reports; plan and assign work, provide decision support, and ensure performance and behavioral expectations are met
Lead and manage projects aligned to evolving business needs
Resolve internal and external customer inquiries, including escalated customer issues
Champion company culture while delivering a high-quality customer experience
Maintain regular, dependable attendance and punctuality
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
In addition to the essential duties mentioned above, other duties may be assigned
Qualification
Required
Candidates with a High School diploma or equivalent are encouraged to apply
1-2 years of direct experience required
Ability to lead, develop, and inspire a team of colleagues, cultivating a positive culture, and providing consistent coaching to exceed performance expectations
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
Exceptional customer service skills with a focus on meeting and exceeding customer expectations; experience handling escalated customer issues and inquiries
Proficiency in managing and prioritizing multiple projects; adaptability to address shifting business needs and lead special projects that improve customer and employee experience
Ability to independently identify, analyze, and solve complex, ambiguous problems with attention to detail and critical thinking
Experience in process development, improvement, and implementation, especially in areas that enhance operational efficiency, colleague experience, and customer satisfaction
Strong analytical abilities with proficiency in calculating figures like discounts, percentages, and proportions, as well as applying basic algebraic concepts
Skilled in organizing, prioritizing tasks, managing time effectively, and handling multiple responsibilities with flexibility
Proficient in MCCS systems, Microsoft Office, and basic computer navigation and keyboarding skills
Ability to motivate and engage team members through effective coaching conversations and to recognize achievements, fostering a high-performance environment
Capable of interpreting safety rules, operating instructions, and procedural documents; upholding standards in a structured environment
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
Benefits
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
Company
Macy's
Macy's is America’s store for life. The largest retail brand of Macy's, Inc.
10001+ employees
H1B Sponsorship
Macy's has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2022 (10)
2021 (26)
2020 (37)
Funding
Current Stage
Late StageLeadership Team
Bobby Amirshahi
Senior Vice President, Corporate Communications + Public Affairs
Michael Krans
VP, Retail Media
Recent News
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