Manager, Executive Office Customer Care

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, Executive Office oversees the Credit Executive Office team. This dynamic leader is responsible for ensuring the highest level of customer care by managing and improving customer experience and issue resolution.

What You Will Do

• Support various issues and communications to resolve Level 3 situations, including interactions with C-suite executives, Attorney General offices, Legal, and the Consumer Financial Protection Bureau (CFPB).
• Lead, motivate, mentor, and develop staff to foster problem-solving, strategic thinking, customer orientation, and a shared commitment to enhancing the customer experience.
• Manage a team of administrators to promote continuous improvement, innovation, quality, and excellence in customer care.
• Prepare correspondence on behalf of senior leadership, demonstrating strong business acumen and executive presence.
• Report on departmental performance, ensuring efficient use of systems and processes to support work activities and service response.
• Champion and model a performance-oriented culture by demonstrating strong leadership and people development skills.
• Monitor key performance metrics and cultivate a work environment that develops, recognizes, holds accountable, and rewards talent to enhance employee engagement and meet workforce needs.

Skills You Will Need

Leadership and Team Management : Ability to lead, motivate, and mentor a diverse team, fostering a culture of excellence and accountability.

Communication Skills : Strong oral and written communication skills, including the ability to prepare correspondence for senior leadership and handle complex customer interactions.

Customer Care Expertise : In-depth understanding of customer care practices and experience in managing high-friction customer interactions, particularly within a contact center environment.

Analytical and Problem-Solving Skills : Proficiency in analyzing customer feedback and performance data to identify trends and develop actionable strategies for improvement.

Flexibility and Adaptability : Ability to be flexible and agile in responding to evolving business priorities and managing multiple responsibilities in a fast-paced 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 bachelor's degree or equivalent work experience in a related field are encouraged to apply. Minimum of 1-2 years of experience in related fields.

Five years of prior supervisory 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.

What We Can Offer You

• 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

About Macy's

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.

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