Manager, Digital Customer Care

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 Manager, Digital Experience leads assigned team members in responding to customer inquiries, including order placement, service and chat interactions, quality audit issues, and backline questions. This role drives an effective onboarding process, fosters a strong culture of service and selling, monitors daily service levels, and ensures timely, impactful coaching for the team. The Manager, Digital Experience reallocates resources as needed and leads initiatives that enhance efficiency and elevate the overall customer experience.

 

What You Will Do

• 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.

 

Skills You Will Need

Leadership and Team Management: Ability to lead, develop, and inspire a team of colleagues, cultivating a positive culture, and providing consistent coaching to exceed performance expectations.

Communication and Relationship Building: 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.

Customer Service Expertise: Exceptional customer service skills with a focus on meeting and exceeding customer expectations; experience handling escalated customer issues and inquiries.

Project Management: Proficiency in managing and prioritizing multiple projects; adaptability to address shifting business needs and lead special projects that improve customer and employee experience.

Problem-Solving and Decision-Making: Ability to independently identify, analyze, and solve complex, ambiguous problems with attention to detail and critical thinking.

Process Improvement: Experience in process development, improvement, and implementation, especially in areas that enhance operational efficiency, colleague experience, and customer satisfaction.

Analytical and Mathematical Skills: Strong analytical abilities with proficiency in calculating figures like discounts, percentages, and proportions, as well as applying basic algebraic concepts.

Organizational and Time Management Skills: Skill