Manager, Omni Operations

Macy's - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

General Merchandise Retailers

About the position

The Manager, Omni Operations at Macy's plays a crucial role in enhancing the company's omnichannel customer service strategy. This position is responsible for leading a diverse team to ensure efficient merchandise logistics and fulfillment, ultimately driving sales and improving customer experience. The manager will oversee product movement, manage staff, and implement strategies to meet service level agreements while fostering an engaging work environment.

Responsibilities

• Lead and develop strategies for product movement logistics and fulfillment.
• Collaborate with partners to manage merchandise flow and incoming receipts.
• Direct the receiving and processing of all merchandise receipts, maintaining back-of-house standards.
• Elevate the customer experience by delivering on the Omni Customer Experience score and Omni demand metrics.
• Coordinate At Your Service front-of-house staff to deliver excellent customer service and manage product pickup, returns, and bill payments.
• Ensure successful implementation of defined SLAs for Curbside Pick-Up.
• Manage the return process of abandoned BOPS/BOSS orders and non-congruent products.
• Build productive relationships with team members to drive customer experience metrics.
• Support Business Administration, Asset Protection, and Merchandising functions on safety, audit, and RFID programs.
• Interview, hire, train, manage, and develop direct and indirect reports.

Requirements

• 3-5 years of management experience in a retail environment.
• High School diploma or equivalent.
• Strong leadership skills to develop strategies for logistics and fulfillment.
• Proficiency in directing merchandise receiving and processing.
• Dedication to improving the Omni Customer Experience score.
• Ability to coordinate staff for exceptional customer service.
• Experience in building relationships across teams.
• Effective communication skills, both verbal and written.
• Technical proficiency in Microsoft suite and handheld devices.

Nice-to-haves

• Experience in retail operations management.
• Knowledge of customer service best practices.
• Familiarity with logistics and fulfillment processes.

Benefits

• Competitive pay and benefits rooted in principles of equity.
• Performance incentives and annual merit review.
• Merchandise discounts.
• Health and Wellness Benefits across medical, dental, vision, and additional insurance.
• Retirement Savings Plan with 401k match opportunity.
• Employee Assistance Program (mental health counseling and legal/financial advice).
• Resources for continuous learning, career growth, and leadership development.
• 8 paid holidays.
• Paid Time Off (first year prorated depending on start date).
• Tuition reimbursement program.
• Guild education benefit funds 100% of tuition, books, and fees in designated programs.