Manager, Process Improvement

Job description

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 co...