Manager, Agent Experience - Communication

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, Agent Experience leads communication strategies that support the Macy’s Credit & Customer Service (MCCS) colleague experience by delivering clear, timely, and actionable communications to People Leaders and frontline colleagues. This role partners closely with Operations, Learning, Change Management, and business stakeholders to translate business priorities, process changes, performance expectations, and key initiatives into effective communication plans and content that drive understanding and execution across MCCS.

The Manager, Agent Experience ensures communications are relevant to the intended audience, consistent across business lines and locations, and aligned with the broader colleague experience. This role develops and executes communication strategies that inform, engage, and enable colleagues while supporting organizational priorities and operational effectiveness.

What You Will Do

• Develop and manage MCCS communication strategies, messaging, and content that support People Leaders and frontline colleagues through business updates, operational changes, colleague experience initiatives, and performance priorities.
• Partner with Operations, Learning, Change Management, Communications, and subject matter experts to assess communication needs, evaluate audience impacts, identify message gaps, and enhance communication effectiveness.
• Create and deliver clear, engaging communication materials, including leader talking points, frontline updates, FAQs, job aids, launch communications, meeting content, and other resources that enable effective message cascades.
• Ensure communications align with business objectives, operational priorities, colleague experience goals, compliance requirements, and customer service expectations.
• Establish and maintain communication governance processes that ensure messaging is accurate, timely, audience-appropriate, and consistently delivered across channels.
• Monitor communication metrics, stakeholder feedback, and performance indicators to assess message reach, understanding, adoption, and overall effectiveness.
• Equip People Leaders with the tools, resources, context, and guidance needed to confidently communicate expectations, reinforce key messages, and address colleague questions.
• Measure communication effectiveness through leader feedback, colleague sentiment, adoption trends, operational outcomes, and performance data; use insights to continuously improve communication strategies and execution.
• Stay current on communication, change management, employee engagement, and learning industry trends, emerging technologies, and best practices.
• Lead, coach, and develop direct and indirect reports by providing clear direction, performance feedback, developmental opportunities, decision support, and accountability for achieving team goals and behavioral expectations.
• 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

Communication Strategy: Ability to develop audience-centered communication plans that translate business priorities, operational changes, and colleague experience initiatives into clear, actionable messaging for People Leaders and frontline colleagues.

Message Development: Strength in writing clear, concise, and audience-relevant communications, including leader talking points, frontline updates, FAQs, and change messages.

Contact Center Operations: Strong understanding of the operational aspects of a contact center

Communication Content Development: Ability to create engaging, practical communication materials that help leaders cascade information and help frontline colleagues understand what is changing, why it matters, and what actions are expected.

Stakeholder Collaboration: Ability to partner effectively with MCCS Operations, Learning, Change Management, Communications, and business partners to align messaging, manage inputs, and support consistent execution.

Leadership: Strong leadership skills to manage recruitment, training, supervision, coaching, and evaluation of reports

Communication: Excellent written, verbal, and interpersonal communication skills with the ability to simplify complex information, tailor messages by audience, and support leader cascade across MCCS.

Organizational Skills: Strong organizational and time management skills.

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 1-2 years of related experience preferred. 

• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.

• 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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