Director, 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 Director, Macy’s Digital Customer Care leads a high-impact, multi-channel contact center operation that supports Macy’s most loyal customers. Reporting to the Senior Director of Digital Selling and Service, the director oversees a team of managers to deliver a premium, elevated customer experience through Digital Customer Care colleagues.

The Director, Macy’s Digital Customer Care owns end-to-end performance for the Digital Customer Care organization, including service levels, sales KPIs, and customer loyalty metrics. The role collaborates cross-functionally with Stores, Loyalty, Marketing, E-Commerce, Credit, and executive leadership to continuously enhance the digital care experience. The director develops high-performing teams through inspirational leadership, data-driven decision-making, customer advocacy, and a strong focus on revenue growth.

 

What You Will Do

• Lead, inspire, and coach a team of Customer Care Managers to deliver exceptional hospitality to colleagues and customers.
• Develop teams to consistently exceed sales, loyalty, and operational KPIs across voice, chat, and customer outreach.
• Execute the strategic vision for Macy’s premium digital customer care, combining personalized experiences with revenue growth through upselling and cross-selling.
• Monitor real-time and trending performance metrics (service levels, quality scores, AOV, conversion, CSAT/NPS, retention), quickly identify gaps, and implement corrective actions.
• Partner cross-functionally with Stores, Loyalty, E-Commerce, Marketing, Credit, Merchandising, and executive leadership to champion the Platinum customer voice and drive enterprise-wide initiatives that enhance loyalty and lifetime value.
• Coach, develop, and succession-plan the leadership team, fostering a high-performance, inclusive culture rooted in ownership, innovation, and customer focus.
• Identify, test, and scale new technologies, processes, and tools that improve colleague capability and elevate the Platinum customer journey.
• Continuously benchmark against best-in-class luxury and digital-first competitors to maintain Macy’s leadership in premium customer care and digital selling.
• Ensure compliance with regulatory, credit, and consumer-protection requirements while protecting and strengthening the Macy’s brand.
• Deliver clear, data-driven performance updates, forecasts, and strategic recommendations to senior leadership and executive stakeholders.
• 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

Team Leadership: The candidate should possess strong leadership skills to effectively manage and inspire their team, driving them towards achieving sales targets and objectives.

Strategic thinking: The candidate must be able to develop and implement strategies to optimize the digital experience and drive performance improvements. They should be able to analyze data, identify trends, and make data-driven decisions to enhance operations.

Problem-solving skills: The ability to identify and address customer service issues and challenges. The candidate should be able to think critically, analyze problems, and develop effective solutions.

Effective Communication: Excellent communication skills, both verbal and written, are necessary to effectively convey information, motivate the team, and build relationships with stakeholders.

Adaptability: The candidate should be adaptable and flexible, able to adjust strategies and approaches in response to changing market conditions, customer needs, and internal dynamics.

 

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 5 plus years of relevant work experience. 
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible sch