Manager, Executive Office

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 Manager, Executive Office oversees the Credit Executive Office team. This dynamic leader is responsible for ensuring the highest level of customer care by managing and improving customer experience and issue resolution.

What You Will Do

• Support various issues and communications to resolve Level 3 situations, including interactions with C-suite executives, Attorney General offices, Legal, and the Consumer Financial Protection Bureau (CFPB).
• Lead, motivate, mentor, and develop staff to foster problem-solving, strategic thinking, customer orientation, and a shared commitment to enhancing the customer experience.
• Manage a team of administrators to promote continuous improvement, innovation, quality, and excellence in customer care.
• Prepare correspondence on behalf of senior leadership, demonstrating strong business acumen and executive presence.
• Report on departmental performance, ensuring efficient use of systems and processes to support work activities and service response.
• Champion and model a performance-oriented culture by demonstrating strong leadership and people development skills.
• Monitor key performance metrics and cultivate a work environment that develops, recognizes, holds accountable, and rewards talent to enhance employee engagement and meet workforce needs.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
  
  

Skills You Will Need

• Leadership and Team Management: Ability to lead, motivate, and mentor a diverse team, fostering a culture of excellence and accountability.
• Communication Skills: Strong oral and written communication skills, including the ability to prepare correspondence for senior leadership and handle complex customer interactions.
• Customer Care Expertise: In-depth understanding of customer care practices and experience in managing high-friction customer interactions, particularly within a contact center environment.
• Analytical and Problem-Solving Skills: Proficiency in analyzing customer feedback and performance data to identify trends and develop actionable strategies for improvement.
• Flexibility and Adaptability: Ability to be flexible and agile in responding to evolving business priorities and managing multiple responsibilities in a fast-paced environment.
  
  

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. Minimum of 1-2 years of experience in related fields. Five years of prior supervisory experience required.
• 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 schedule based on department and company needs.
  
  

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

 Some Additional Benefits We Offer Include

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement
  
  

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives. 

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.