Manager, Furniture Digital 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, Operations – Furniture & Bedding leads a high-performing customer care team that delivers exceptional service and operational support across the Furniture & Bedding customer journey. 

This leader drives operational execution, customer satisfaction, colleague performance, and business results within a complex, fast-paced environment. The Manager oversees daily team performance, ensuring colleagues have the tools, knowledge, and support needed to effectively assist customers with furniture and bedding orders, delivery-related concerns, post-purchase needs, escalations, and service recovery opportunities. 

The Manager hires, onboards, coaches, develops, and engages colleagues while establishing clear performance expectations and accountability. This leader monitors service levels, productivity, quality, customer experience, and other key business metrics to identify trends, address issues, and drive timely action. 

As Furniture & Bedding operations require coordination across multiple functions, the Manager serves as a critical liaison between Customer Care and key business partners. This leader identifies operational improvement opportunities, removes barriers that impact customers and colleagues, and leads initiatives that enhance processes, strengthen service delivery, and improve overall business performance. 

What You Will Do 

Lead People & Performance 

• Lead, coach, and develop a high-performing team within a fast-paced Furniture & Bedding Customer Care operation. 

• Set clear performance expectations and hold colleagues accountable for achieving service, quality, and productivity goals. 

• Deliver regular, actionable coaching based on performance metrics, quality standards, customer experience outcomes, and business results. 

• Recognize and reward strong performance while addressing performance and behavioral concerns in a timely manner. 

• Foster a culture of ownership, accountability, collaboration, inclusion, and continuous improvement. 

• Build a strong talent pipeline through effective hiring, onboarding, development, recognition, and succession planning. 

• Support the successful integration and growth of new and newly promoted colleagues through ongoing coaching, development, and leadership guidance. 

Drive Operational Excellence 

• Oversee daily Furniture & Bedding Customer Care operations to ensure consistent execution of service, productivity, quality, and customer experience standards. 

• Monitor key performance indicators and operational trends, identify risks, and implement corrective actions when performance falls below expectations. 

• Maintain strong operational controls and ensure adherence to established policies, procedures, and customer commitments. 

• Identify recurring customer and operational challenges and partner with cross-functional teams to implement sustainable solutions. 

• Stay informed of emerging business issues, including order management, fulfillment, delivery, system, process, and customer experience challenges. 

• Escalate critical issues and emerging trends promptly to appropriate business partners and leaders. 

• Balance immediate operational priorities with long-term opportunities to improve efficiency, effectiveness, and the customer experience. 

• Provide leadership coverage based on business needs, including evenings, nights, weekends, and holidays, ensuring colleagues have access to coaching, support, and escalation assistance throughout operating hours. 

Champion the Customer Experience 

• Ensure colleagues deliver personalized, professional, and empathetic service throughout the Furniture & Bedding customer journey. 

• Provide leadership support for complex customer issues and escalated service situations. 

• Empower colleagues to take ownership of customer concerns and drive timely, effective resolution. 

• Identify root causes of repeat contacts, escalations, and service failures, and advocate for improvements that reduce customer effort. 

• Reinforce a culture of ownership in which customer issues are managed through resolution rather than transferred between teams. 

• Leverage customer feedback and operational insights to recommend improvements to policies, processes, tools, and customer experiences. 

Partner Across the Business 

• Build and maintain strong partnerships across Customer Care, Stores, Furniture & Bedding business teams, Workforce Management, Learning & Leadership, Human Resources, delivery and fulfillment partners, and other key support functions. 

• Serve as an operational voice for Furniture & Bedding Customer Care, communicating customer trends, business risks, operational challenges, and improvement opportunities. 

• Collaborate across functions to resolve issues impacting order execution, delivery performance, customer satisfaction, and colleague effectiveness. 

• Participate in business reviews and operational discussions, providing insights, recommendations, and clear follow-up actions. 

• Establish ownership and accountability for cross-functional initiatives and ensure timely follow-through on commitments. 

Lead Continuous Improvement 

• Use business performance data, customer feedback, and frontline insights to identify opportunities for improvement. 

• Develop and implement action plans that enhance customer experience, operational efficiency, service quality, and colleague effectiveness. 

• Lead or support projects and initiatives that strengthen Furniture & Bedding operations. 

• Evaluate existing processes and recommend changes that simplify work, reduce customer effort, and improve execution. 

• Support the implementation of new processes, tools, technologies, and business initiatives while ensuring colleagues understand expectations and are prepared for change. 

• 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 

People Leadership: Ability to inspire, coach, develop, and hold teams accountable while creating an inclusive, engaging, and high-performing work environment. 

Operational Leadership: Strong ability to manage day-to-day operations, prioritize competing business needs, identify risks, and maintain consistent execution. 

Customer-Centric Thinking: Passion for delivering exceptional customer experiences and the ability to balance customer needs with operational and business requirements. 

Data-Driven Decision Making: Ability to interpret performance metrics, recognize trends, diagnose gaps, and translate insights into clear and measurable actions. 

Problem Solving & Root-Cause Analysis: Ability to navigate complex customer and operational challenges, identify underlying causes, and develop practical and sustainable solutions. 

Communication & Leadership Presence: Strong verbal and written communication skills with the ability to clearly articulate business issues, recommendations, expectations, and results to colleagues, leadership, and cross-functional partners. 

Accountability & Execution: Demonstrated ability to establish priorities, assign ownership, follow through on commitments, and deliver measurable results. 

Change Leadership: Ability to lead teams through evolving priorities, processes, systems, and customer expectations while maintaining engagement and operational stability. 

Cross-Functional Collaboration: Ability to build productive relationships across multiple business functions and influence outcomes through collaboration and partnership. 

Adaptability & Flexibility: Ability to operate effectively in a dynamic environment, adjust priorities quickly, and provide leadership coverage based on evolving customer, colleague, and business needs. 

Who You Are 

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.  

• 2–5 years of relevant leadership, customer care, operations, retail, sales, or contact center experience. 

• 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, including days, evenings, weekends, and holidays, 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.