Director, Credit Services

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 Director, Stores Credit Experience leads operational teams that service Macy's consumer credit cardholders and the Macy's proprietary credit card portfolio. This role oversees key functions including Credit Customer Service, Credit Granting, Fraud Claims, Billing Disputes, and Collections. The Director manages approximately eight direct reports and a total team of around 100 colleagues within Macy's Credit Services. They focus on enhancing the customer service experience through strong leadership, coaching, and talent development. The Director provides strategic direction, implements servicing strategies, and monitors key performance indicators to ensure operational excellence and an exceptional credit experience for Macy's customers.

What You Will Do

• Lead and manage a team of up to 8 direct reports and approximately 100 colleagues in a call center environment.
• Develop and implement customer strategies that drive seamless experiences and enhance customer retention.
• Provide strategic direction and guidance to the team, ensuring alignment with organizational goals and objectives.
• Monitor and analyze key performance indicators (KPIs), identifying opportunities for improvement and implementing corrective actions.
• Coach and develop team members to foster a high-performance culture and support continuous learning and growth.
• Collaborate with cross-functional teams to ensure successful execution of customer service initiatives.
• Stay informed on industry trends, competitors, and market conditions to identify opportunities and maintain a competitive edge.
• Build and maintain relationships with key internal and external stakeholders to drive business growth and customer satisfaction.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Provide regular updates and reports to senior management on team performance, improvement plans, and strategic initiatives.
• 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

Team Leadership - Ability to lead, motivate, and inspire a diverse team of direct reports and call center colleagues, fostering a high-performance culture and driving results.

Strategic Thinking - Skilled at developing and implementing strategies that optimize customer experiences, enhance operational performance, and align with organizational goals.

Problem Solving & Decision-Making - Strong critical thinking skills to analyze complex customer service issues, identify root causes, and implement effective solutions.

Effective Communication - Excellent verbal and written communication skills to clearly convey information, influence stakeholders, and build strong internal and external relationships.

Customer-Centric Mindset - Passion for delivering exceptional customer experiences, with the ability to design and execute initiatives that improve satisfaction and retention.

Adaptability & Agility - Flexible and responsive to changing market conditions, customer needs, and organizational priorities, adjusting strategies and approaches as needed.

Analytical & Performance Management - Ability to monitor KPIs, evaluate operational performance, and make data-driven decisions to improve service delivery and achieve business objectives.

Collaboration & Stakeholder Management - Proficient at working cross-functionally, building partnerships, and aligning teams to achieve shared goals.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 5+ years of relevant experience.
• 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.

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