Director, ICQA

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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 Director, ICQA is responsible for managing Inventory Control operations, including physical inventory planning, CEB / WMS balancing, cycle counting, and product moves.

What You Will Do

• Lead initiatives to maintain the highest levels of stock accuracy, control processes, and reporting standards.
• Manage a quality-assurance team across all departments and processes to ensure high-quality standards, focusing on quality-improvement programs, quality training, and detailed reporting.
• Oversee all aspects of the Control Office, Advanced Receiving Office (ARO), and CEB Offices to support company profit objectives and customer service goals.
• Direct ARO operations, including scheduling incoming dock appointments, preparing manifest problems and keyrecs, coordinating MIO issues, major detail error reporting, carrier claims, and ARQ / POQ resolution.
• Manage Control Office operations, including returns and queue processing, RTV processing, NIL clerical processing, and FTC compliance.
• Monitor FTC compliance and standards for D2C through reporting, communication, and training.
• Maintain customer service relationships with Macy's Credit and Customer Service Group, Macy's Transportation Operations, the vendor community, and D2C operations to ensure maximum customer satisfaction.
• Oversee vendor compliance and standards operations, including staff communications, staff balancing and work assignments, work scheduling and processing, throughput levels, and processing standards.
• Ensure departments meet or exceed performance requirements in areas such as FTC compliance, safety, shortage, cost control, quality, processing standards, flexibility, reliability, customer service, and execution to plan.
• Review analyses of activities, costs, operations, and forecast data to determine department progress toward goals and objectives.
• Partner with outbound operations to reduce damage and wrong item shipped issues, and identify and resolve discrepancies.
• Develop, maintain, and monitor all accuracy, service, and quality programs to ensure high customer satisfaction and monitor the effectiveness of training programs.
• Interact with Macy's Technology as the primary user for systems development and refinement to improve operations, productivity, and service levels.
• Provide a safe work environment for staff, enforce safe / smart work practices, and comply with AOSE and safety programs.

Skills You Will Need

Inventory Control Expertise : Proficiency in managing inventory control operations, including physical inventory planning, CEB / WMS balancing, cycle counting, and product moves.

Leadership and Team Management : Strong leadership skills with at least three years of proven leadership and business acumen, capable of managing a quality-assurance team and driving quality-improvement programs.

Regulatory Compliance : Experience in managing FTC compliance and standards for D2C operations through reporting, communication, and training.

Vendor and Customer Relations : Skilled in maintaining relationships with Macy's Credit and Customer Service Group, Macy's Transportation Operations, the vendor community, and D2C operations to ensure customer satisfaction.

Quality and Process Improvement : High-level understanding of Six Sigma or Lean process improvement methodologies, focusing on quality standards, training, and detailed reporting.

Analytical and Decision-Making Skills : Ability to review analyses of activities, costs, and operations to determine department progress, make effective decisions, and manage multiple processes in a fast-paced environment.

Communication and Project Management : Excellent oral, written, and listening communication skills, with the ability to interpret instructional documents and manage projects effectively.

Customer Service Orientation : Strong focus on customer service, with the ability to execute decisions and manage processes while maintaining a "Teams Win" philosophy.

Safety Management : Commitment to providing a safe work environment, enforcing safe work practices, and complying with AOSE and safety programs.

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. 3+ years of direct experience, including at least one year of e-commerce and fulfillment experience.
• This position requires heavy lifting, constant moving, standing, and reaching with arms and hands. Involves standing for at least two consecutive hours, lifting at least 30 lbs.

stooping, kneeling, crouching, and climbing ladders. May involve reaching above eye level. Requires close vision, color vision, depth perception, and focus adjustment.

Able to work a flexible schedule, including days, evenings, weekends, and holidays, 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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