Sr. Manager, Process Design and Optimization

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 Manager, Process Design & Optimization is responsible for leading the execution and delivery of scalable marketing process improvements across Macy’s Marketing organization. Reporting to the Director, Process Design & Optimization, this role focuses on designing, implementing, and operationalizing end to end marketing processes that improve efficiency, enable automation, and support evolving ways of working. This role works across marketing platforms, systems, and technologies to ensure that process designs are effectively translated into system configuration, platform automation, and governed execution. The Senior Manager plays a hands on role in process delivery, leading initiatives from discovery through hypercare and ensuring solutions are successfully adopted and sustained. In addition, this position oversees a team of change management and training specialists, ensuring that new processes, automation capabilities, and AI enabled enhancements are fully embedded across marketing teams and collaborative partner organizations.

What You Will Do

Process Design & Optimization Execution

• Lead hands on execution of marketing process initiatives, actively engaging in discovery, analysis, design, validation, and delivery
• Apply a consistent, end to end process delivery framework - Discovery, Design, Configuration, Training, Go Live, and Hypercare - to ensure high-quality, repeatable outcomes
• Conduct detailed process discovery by identifying existing practices, documenting current-state workflows, and gathering pain points across marketing teams and partner groups
• Translate findings into well defined future state process designs, including process maps, swim lanes, decision logic, roles, and handoffs
• Facilitate working sessions to validate future-state processes with stakeholders, incorporating feedback and driving alignment
• Ensure processes are designed to improve speed, reduce manual effort, and enable scalability and consistency across marketing workflows

Automation & AI Enabled Process Enablement

• Identify opportunities to embed platform automation, traditional RPA, and emerging agentic AI capabilities into marketing processes
• Partner with technology and automation teams to define automation requirements grounded in process design
• Ensure process designs support intelligent workflow routing, decisioning, orchestration, and exception handling
• Support testing, rollout, and adoption of AI enabled process capabilities in alignment with governance and responsible AI principles
• Continuously evaluate process performance to identify additional automation and optimization opportunities

Platform & System Translation

• Work across marketing platforms and systems to ensure process designs are accurately reflected in system workflows, configurations, and controls
• Validate that systems function as execution engines for defined processes, not manual workarounds or shadow processes
• Ensure process designs account for downstream impacts such as integrations, handoffs, reporting, and data integrity
• Support governed execution by aligning process and system changes with established standards and controls

Change Management, Training & Adoption

• Lead and develop a team of change management and training specialists responsible for driving adoption of new processes and technologies
• Define and execute change strategies that support understanding, engagement, and sustained behavioral change
• Oversee development of training programs, job aids, playbooks, and onboarding materials aligned to both process intent and system behavior
• Partner with marketing leaders to reinforce accountability for process adherence and long-term adoption

Cross Functional Collaboration & Influence

• Partner with Marketing, Merchandising, Digital, Technology, Product, and Analytics teams to ensure process execution supports business priorities
• Serve as a trusted delivery partner by translating complex requirements into clear, executable process solutions
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