Manager, Process Improvement

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, Process Improvement brings new and improved customer journeys to life within the contact center. The role leads a team accountable for reducing customer friction, operational inefficiency, and unnecessary complexity across end-to-end customer and colleague journeys.

The Manager interviews, hires, trains, manages, coaches, and develops both direct and indirect reports. The role applies a strategic mindset, systems thinking, and data-driven insights to identify inefficiencies, design optimized processes, and deliver sustainable business outcomes.

What You Will Do

• Create and manage project plans that deliver new or enhanced customer experiences and contact center interactions.
• Identify high-friction customer and operational journeys and lead structured root-cause analyses to address systemic drivers of repeat work, escalations, errors, and inefficiencies.
• Collect and analyze data, content, and existing processes to identify gaps and recommend solutions that deliver expected outcomes.
• Lead cross-functional teams from intake through execution to design and implement standardized, scalable processes.
• Present progress, recommendations, improvement strategies, and results with clarity and credibility to leaders and stakeholders.
• Gather and synthesize information from multiple sources into actionable insights that inform and prioritize improvement initiatives.
• Develop clear, compelling ROI analyses for projects and initiatives, articulating expected value relative to cost and risk.
• Collaborate with internal and external stakeholders to define project scope, build timelines, assign deliverables, and track execution.
• Create actionable proposals that engage leaders and secure buy-in for recommended solutions and process changes.
• Serve as a subject matter expert in contact center operational processes on enterprise initiatives, advocating for positive customer and colleague outcomes.
• Manage time effectively, collaborate closely with team members, and prepare materials to support multiple concurrent initiatives.
• Interview, hire, train, manage, coach, develop, evaluate, and, when necessary, discipline direct reports, setting clear work strategies, providing decision support, and ensuring performance and behavioral expectations are met.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

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.

Curiosity: Innate interest in how processes and systems work. Willingness to dig deep into functions to solve the asked and unasked questions.

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

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 2-4 years of experience in a related field.
• 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.

CALL00