Manager, Omnichannel Operations - West Covina

$58,850 - $98,340/Yr

Macy's - West Covina, CA

Full-time - Mid Level

West Covina, CA

General Merchandise Retailers

About the position

The Manager, Omnichannel Operations at Macy's is a pivotal role focused on enhancing the company's Omni customer service strategy. This position involves leading a diverse team to ensure efficient merchandise logistics and fulfillment, while also driving sales and profit through exceptional customer experiences. The manager is responsible for hiring, coaching, and managing staff, as well as overseeing product movement and ensuring that merchandise is ready for shipment or in-store pick-up as specified by customers.

Responsibilities

• Lead and develop strategies for product movement logistics and fulfillment.
• Collaborate with partners to manage merchandise flow and incoming receipts, driving sales and profit.
• 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.
• Lead and coordinate At Your Service front-of-house staff to deliver excellent customer service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations.
• Manage the entire return process of abandoned BOPS/BOSS orders and non-congruent products.
• Build productive relationships with all team members to drive key measurements of Macy's customer experience.
• Collaborate with Business Administration, Asset Protection, and Merchandising functions on safety, audit, and RFID programs.
• Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports.
• Establish work strategies, provide insight and decision support, and direct and manage the team to meet or exceed performance and behavioral expectations.

Requirements

• 3-5 years of management experience in a retail environment.
• High school diploma or GED.
• Proficiency in Microsoft Office and strong technical skills with computers and handheld devices.
• Ability to lead and develop strategies for product movement logistics and fulfillment.
• Experience in interviewing, hiring, training, managing, coaching, and developing direct and indirect reports.

Nice-to-haves

• Experience in customer service roles.
• Strong communication skills, both verbal and written.
• Ability to build productive relationships across teams.

Benefits

• Store discount
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching