Sr. Director, Marketplace Operations

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 Senior Director, Marketplace Operations supports Macy’s digital marketplace, one of the company’s top growth-driving initiatives. This innovative business model significantly expands the categories and brands available on macys.com while providing sellers and brands access to Macy’s vast and highly loyal customer base.

The Senior Director brings deep expertise in retail, e-commerce, and marketplaces to develop, define, and drive the strategy and growth of the Marketplace. They oversee critical operational functions, including support, onboarding, project management, and more, to continuously enhance the Marketplace experience for sellers, customers, and colleagues.

What You Will Do

• Manage a high-performing team of operations colleagues to set, monitor, and improve marketplace KPIs, resolve operational issues, and drive continuous improvements in reporting, processes, and technology.
• Oversee the planning, execution, and delivery of high-impact Marketplace projects, ensuring timely completion while promptly identifying and mitigating risks and issues.
• Collaborate with Macy’s Customer Care to refine and execute strategies that ensure best-in-class customer support, escalating and resolving issues with the Marketplace Seller Success team and leading improvement initiatives.
• Partner with Macy’s Stores organization to develop and execute strategies that enhance customer and colleague experiences with Marketplace transactions.
• Lead the global Marketplace seller support and knowledge organization, driving strategic planning, operational excellence, and continuous improvement to elevate the seller experience.
• Oversee the global seller onboarding and item experience organization, continuously refining processes to support sellers during onboarding and the ongoing introduction of their assortments to macys.com.
• Build a comprehensive understanding of the digital marketplace landscape to maintain Macy’s Marketplace’s competitive value proposition for brands and sellers.
• Collaborate with cross-functional teams (e.g., product, business development, operations, and support) to address seller feedback, challenges, and needs, enhancing the overall seller experience on Macy’s Marketplace.
• Manage, coach, and develop a high-performing team, fostering collaboration and consistently exceeding Marketplace goals.
• 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

E-commerce Expertise: Strong understanding of e-commerce platforms, marketplace dynamics, and industry trends to maintain a competitive edge.

Strategic Leadership: Proven ability to develop and execute strategies that align with business goals, driving operational excellence and growth.

Project Management: Skilled in overseeing high-impact projects, ensuring timely delivery while identifying and mitigating risks effectively.

Data-Driven Decision Making: Analytical mindset with a track record of leveraging data to inform decisions, optimize processes, and drive continuous improvement.

Customer and Seller Advocacy: Experience in collaborating across teams to enhance customer and seller experiences, addressing feedback and challenges proactively.

Communication: Excellent oral, written, and facilitation skills with the ability to present complex information clearly to senior executives and stakeholders.

People Management: Demonstrated success in managing, coaching, and developing high-performing teams, fostering collaboration and a results-driven culture.

Problem Solving: Capacity to troubleshoot operational issues and implement solutions to ensure seamless operations.

Adaptability: Willingness to address escalations or incidents during after-hours or weekends, showcasing a commitment to exceptional support.

Who You Are

• Candidates with a Bachelor’s