Manager, Agent Experience

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 plays an active role in the Macy's Credit & Customer Service (MCCS) education strategy as a key partner. They develop, implement, and maintain training programs and content to support the ongoing development of colleagues. This role requires a strong understanding of adult learning principles, instructional design methodologies, and contact center operations. They ensure consistency in learning experiences across all business lines and geographic locations and handle tasks such as interviewing, hiring, training, managing, coaching, and evaluating both direct and indirect reports.

What You Will Do

• Develop and manage training content and curriculum for ongoing training programs and continuous learning initiatives
• Collaborate with subject matter experts (SMEs), trainers, and operations managers to identify training needs, content gaps, and opportunities for improvement
• Design and create engaging and interactive training materials, including instructor-led training (ILT), elearning modules, job aids, videos, and other multimedia content
• Ensure training content aligns with business objectives, regulatory requirements, and best practices in customer service and contact center operations
• Implement a structured content review and update process to ensure training materials are accurate, up-to date, and effective
• Utilize learning management systems (LMS) or other platforms to manage training content, track learner progress, and generate reports on training effectiveness
• Conduct train-the-trainer sessions and provide ongoing support to trainers to ensure consistency in delivery and effectiveness of training programs
• Evaluate training outcomes through assessments, feedback surveys, and performance metrics; make recommendations for improvements based on data analysis
• Stay current with industry trends, emerging technologies, and best practices in training and instructional design
• Manage the recruitment, training, supervision, coaching, development, and evaluation of direct and indirect reports, providing developmental opportunities and guidance, assigning work, setting strategies, offering decision support, and ensuring team performance and behavioral standards are met or exceeded
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Adult Learning Principles: Proficiency in applying adult learning theories to create effective training programs 

Instructional Design: Expertise in designing instructional materials using various methodologies

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

Content Development: Ability to develop engaging and interactive training materials

Collaboration: Effective collaboration with subject matter experts, trainers, and operations managers

Learning Management Systems (LMS): Proficiency in using LMS platforms for content management and tracking

Evaluation and Analysis: Skills in evaluating training outcomes and analyzing data to track trends, identify opportunities, and make data-driven decisions 

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

Communication: Excellent communication and interpersonal skills

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!

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