Director, Organization Capability - Frontline Education (New York or Cincinnati)

Be part of an amazing story.

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Director, Organization Capability – Frontline Education leads the strategy, design, and execution of large-scale learning programs focused on frontline colleagues. This role develops and delivers engaging, high-impact training to build skills in sales, service, and hospitality across the workforce.

In addition to driving leadership development, the Director builds critical capabilities essential for executing the company’s strategic vision, A Bold New Chapter. Based in New York City at the Herald Square offices, or our Cincinnati Corporate Offices, this role operates in a hybrid capacity, requiring in-office presence as needed.

What You Will Do

• Learning and Development (L&D) Strategy: Design and implement company-wide learning strategies that foster a continuous learning culture. Integrate innovative learning technologies and methodologies, such as e-learning, blended learning, and mobile learning solutions. 
• Training Delivery & Execution: Oversee the rollout of large-scale training initiatives across multiple locations. Lead and coach a team of trainers, facilitators, and instructional designers to ensure high-quality content delivery. Partner with field leaders and frontline managers to embed learning into daily operations.
• Technology & Innovation: Leverage LMS platforms, mobile learning, gamification, and AI-driven learning tools to enhance accessibility and engagement. Introduce innovative learning techniques, such as simulations, role-playing, and real-time coaching tools, to improve skill retention. 
• Performance Measurement & Continuous Improvement: Establish KPIs to measure training effectiveness, including customer satisfaction scores, sales performance, and employee engagement. Use data analytics and employee feedback to continuously refine and improve learning programs.  Collaborate with HR, Operations, and Customer Experience teams to ensure training directly impacts business outcomes.
• Stakeholder Engagement & Leadership: Act as a trusted advisor to senior leadership on workforce development and frontline education. Partner with HR and Talent teams to support career progression pathways for frontline employees. Advocate for a strong learning culture, ensuring frontline teams have access to growth opportunities.
• Budget and Resource Management: Manage budgets for frontline education, development and learning programs. Optimize the use of internal and external resources, including learning platforms and external vendors.  Find cost effective ways to drive capability and sustain skill development. 
• 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.

Skills You Will Need

Instructional Design & Learning Strategy: Expertise in adult learning principles, curriculum development, and blended learning approaches for large-scale populations.

Sales, Service, & Hospitality Training: Strong understanding of customer experience, frontline engagement, and best practices in retail, service, or hospitality industries.

Large-Scale Training Execution: Experience in rolling out training programs across thousands of employees in distributed locations.

Technology-Enabled Learning Proficiency in LMS platforms, mobile learning, microlearning, and digital content creation.

Change Management & Adaptability: Ability to drive learning culture transformation into a fast-paced, evolving environment.

Data-Driven Decision Making: Ability to measure training effectiveness, analyze performance trends, and optimize programs accordingly.

Leadership and Influence: Strong leadership skills with the ability to influence and inspire others at all levels of the organization. Experience in leading cross-functional teams and managing large-scale initiatives.

Coaching & Facilitation: Skilled in leading enga