Associate, Marketplace, Operations

About:

Bloomingdale’s makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale’s like no other store in the world. Across all brand touchpoints—from Bloomingdales.com to our newest small store concept, Bloomie’s—everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way.

Job Overview:

Bloomingdale’s launched a new channel of business – our digital marketplace – in 2023 and we are seeking an Operations ‘Associate’ to help build this business model and drive accelerated growth. The Operations ‘Associate’ will be responsible for leading the day to day operations of our marketplace to provide a seamless experience for our customers and vendors. This includes performance monitoring, resolving day-to-day issues (returns, store errors, vendor needs), identifying process improvements, and acting as the Marketplace Lead for various teams/projects (Stores, Salesforce, MCOM Operations, TCS Offshore management). This role requires someone with a deep understanding and passion for process optimization and performance improvement.

This is a highly cross functional and externally visible role, requiring effective communication, strong relationships (Luxury) and the ability to juggle multiple changing priorities

External / Cross FOB partners: 

-             Luxury brands

-             MCCS + customer care

-             Stores

-             Macy’s Product

-             MCOM Ops

-             Fraud

-             POS/Tech Team

Role and Responsibilities:

• Monitor & Improve Performance SLA’s
  • Manage all day to day operations of sellers
  • Monitor SLA’s and collaborate with brands to improve (i.e. speed to deliver, refund processing, etc)
• Key Internal and External Partner: Vendor, Stores and Cross FOB (*Luxury go-to*)
  • Lead weekly/biweekly calls with Luxury brands to troubleshoot issues and improve SLAs
  • Project manage integration resolutions with key tech partner (Cymbio), Luxury Brands and Macy's Product team
  • Liaise with MCCS on Customer Service issues and provide relevant coaching to brands
  • Liaise with fraud team to improve protection standards
  • Skills needed: strong external and internal relationships
• Manage and resolve issues relating to:
  • Returns/refunds
  • In store errors
  • Vendor needs (outbound shipping, cancellations, etc)
  • Skills needed: Skilled in identifying and resolving challenges quickly and effectively in fast-paced environments
• Process improvement:
  • Determine short and long term process improvements to address the above
  • Skills needed: Experience in analyzing workflows and creating/implementing process improvements
• Stores Lead:
  • Lead communication and feedback loop to improve the 3P process for colleague and customer
  • Manage store level inquiries
• MCOM Operations Lead:
  • Partner with Dan Ashfeld's team to learn from Macy's model- lean on team as a support resource
  • Glean and apply best practices from MCOM to BCOM (more mature biz model, at scale)
• Salesforce Lead:
  • Oversee the design and configuration of Salesforce features to meet business needs
  • Skills needed: experience with Salesforce a plus
• TCS Offshore Lead / Quality Management:
  • Develop clear workflows for training, SOPs, and escalation paths
  • Manage offshore colleagues
  • Ability to convey expectations, goals, and feedback clearly
  • Skills needed: experience managing others

Qualifications: 

• We encourage candidates with either a bachelor’s degree or equivalent work experience in a related field to apply
• 4-6+ years of relevant work experience in merchandising, retail and/or e-commerce, online marketplaces is a plus not a requirement.
• Excellent project management skills and strong sense of urgency to grow and manage a new emerging business.
• Customer-centric mindset and experience with cross-functional collaboration.
<