Job Description

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About

Macy\'s is proudly America\'s Department Store. There\'s a reason we\'ve been around for 160 years. Customers come to us for fashion, value and celebration. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference.

Now is an exciting time to join Macy\'s. The face of retail is changing, and change requires innovation. With endless opportunities, you can begin anywhere and go everywhere at Macy\'s. Join a team of colleagues who are committed to excellence and leadership development. We want talent like you

Job Overview

At Macy\'s, we\'re moving fast- the Process Improvement team strives to provide seamless and compelling experiences for our Macy\'s and Bloomingdale\'s customers and the colleagues who service them. The Process Improvement team directly impacts how the organization supports our customers and influences product innovation from today to the future.

In this role, you will be responsible for developing and implementing process improvement strategies for the Macy\'s Stores organization inclusive of Macy\'s Credit and Customer Services. The elimination of customer friction is the primary measure of this program as indicated by a significant, measurable, and sustained reduction of the number of customers who require assistance and the time to final resolution.

We take a highly collaborative approach to our work. You will be responsible for leading a high-performing team of subject matter experts including executives and hourly colleagues, with an emphasis on coaching & colleague development.

You will engage with cross-functional Macy\'s partners including customer service, technology, website, product, supply chain, finance, and store operations to improve processed using data and analytics practices to ensure that returns are maximized and developments are measurable.

Key skills are root cause analysis, process improvement, process automation, change management, customer journey mapping, data analytics. Must have compelling communication skills and a bias towards action.

Essential Functions

• Develop and execute new initiatives and process improvements.
• Partner with business operational areas to identify opportunities.
• Utilize and analyze data/trends to identify top customer irritants and business opportunities.
• Develop financial support/ROI for business opportunities.
• Present business initiatives/opportunities to appropriate levels of management, including ROIs.
• Develop and document system enhancement requests for capital and operation expense.
• Oversee colleague tool releases, usability, and administration.
• Work internally to ensure support of initiatives (tools, training, procedures).
• Represent Macy\'s Credit & Customer Service on business optimization related committees.
• Maintain all necessary attendance records for direct reports.
• Write and administer performance evaluations.
• Provide coaching and direction to direct reports.
• Regular, dependable attendance and punctuality.

• Bachelor\'s degree from four-year college or university; or one to four years related experience and/or training; or equivalent combination of education and experience is required.
• Four years of experience in leadership roles in telecom / contact center operations or support; familiarity with customer service channels including Voice, Chat, Email, and Backline functions and customer experience KPIs
• Practices open and continuous communication, values keeping others informed, effectively presenting information in a clear, concise manner.
• Knowledge of multiple analytics, methodologies, and platforms is required, including both qualitative and quantitative analytics methods, text, speech, standard statistical analyses, diagnostic and prescriptive analytics.
• Background in Lean Six Sigma or Agile project management methodologies preferred
• Ability to effectively plan and execute strategies.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form; solve problems with several abstract and concrete variables.
• Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
• Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
• Knowledge of MS Office computer programs are required
• Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays

• Frequent use of computers and other technology, necessary to perform job functions,
• Requires periods of sitting, walking, standing
• Travel Required

Macy\'s