Manager, Journey Optimization Solutions (REMOTE)

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Job Overview

The Manager, Journey Optimization Solutions is responsible for bringing new and improved customer journeys to life within the contact center. This role guides a diverse and inclusive team to help identify and solve opportunities within the customer journey that will help elevate the customer experience. This role involves interviewing, hiring, training, managing, coaching, and developing both direct and indirect reports. This role is responsible for identifying opportunities in the customer journey, developing the solution and managing the implementation of the initiative.

What You Will Do

• Create and manage project plans that bring to life new or improved customer experiences and interactions with the contact center.
• Collect data, analyze existing content and processes, and propose solutions to deliver the expected results.
• Track and analyze data trends to unlock opportunities and make data driven decisions within initiatives.
• Gather and synthesize information from various sources into actionable insights that help build new processes or improve existing processes.
• Build compelling and consumable ROI's for projects and initiatives showing expected value compared to expense/risk
• Manage time effectively, collaborate with the team, and prepare materials to support a variety of initiatives.
• Collaborate with internal and external stakeholders to define project scope, develop timelines, assign deliverables, and monitor progress.
• Create and present compelling and actionable proposals to engage leaders and gain buy in to recommended solutions or process changes
• Interview, hire, train, direct, manage, coach, develop, evaluate, and discipline direct reports. Establish work strategies, provide insight and decision support, and manage the team to meet or exceed performance and behavioral expectations. Address and resolve concerns.

Skills You Will Need

Project Management: Capability to manage time effectively through organized project plans, collaborate with team members, and prepare materials to support the customer journey.

Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.

Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.

Information Synthesis: Skill in gathering and synthesizing information from various sources into actionable insights and processes.

Storytelling and Communication: Excellent verbal and written communication skills for interacting with key stakeholders, drafting detailed processes, and presenting findings.

Collaboration and Influence: Ability to work independently, build and maintain strong cross-functional partnerships, and influence key stakeholders.

Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.

Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.

Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.

Technical Proficiency: Proficiency in Excel, Word, and PowerPoint.

Customer Focus: A relentless focus on the customer to ensure customer journeys align to customer needs and expectations.

Who You Are

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy's aspires to achieve every day in every way.
• 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.
• 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

• An inclusive, challenging, and refreshingly fun work environment
• 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
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - 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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