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.
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.
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.
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:
Access the full menu of benefits offerings here.
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.
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.
Macy's is America’s store for life. The largest retail brand of Macy's, Inc. (NYSE:M) delivers quality fashion at affordable prices to customers at approximately 640 locations in 43 states, the District of Columbia, Puerto Rico, and Guam, as well as to customers in more than 100 international destinations through leading e-commerce site macys.com. Macy's inspires fashion exploration and discovery through the most desired family of exclusive brands for her, for him, for the home, and via our dynamic mobile and social platforms. We know the power of celebration, demonstrated through decades of memorable experiences created during Macy's 4th of July Fireworks® and Macy's Thanksgiving Day Parade®, as well as spectacular fashion shows, culinary events, flower shows, and celebrity appearances. Macy's flagship stores – including New York City’s Herald Square – are internationally renowned and preeminent destinations for tourists. With the collective support of our customers and employees, Macy's builds community and helps make a difference in every market we serve, supporting local and national charities by giving nearly $50 million each year, plus 146,000 hours of volunteer service. For more than 160 years, Macy’s has, and continues to, make life shine brighter for our customers, colleagues, and communities.
