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, Workforce Support, Transformation & Reporting is responsible for leading the reporting, transformation, governance, and business partnership functions that support enterprise Workforce Management and Contact Center Operations. This role transforms workforce and operational data into actionable insights, ensuring leaders have the visibility, context, and recommendations needed to make informed decisions that drive service performance, customer experience, and operational efficiency.
Reporting to the Senior Manager, Workforce Scheduling & Support, this role serves as a critical connector between Workforce Management, Operations, Customer Experience, Technology, Analytics, and Executive Leadership teams. The Manager is responsible for establishing consistent reporting frameworks, leading workforce governance routines, managing operational communications, and driving cross-functional collaboration to support business objectives.
This leader plays a key role in translating workforce performance data into strategic narratives, facilitating business reviews, identifying operational trends, managing executive communications, and ensuring alignment across stakeholders and business functions. The role also provides end-to-end project leadership for the conversion from one workforce scheduling system to another, partnering across business and technology teams to define requirements, manage implementation milestones and risks, validate scheduling strategies and forecasting logic, and deploy flexible scheduling tools that improve usability, choice, and the overall colleague experience while sustaining operational performance.
Workforce Management Expertise: Strong understanding of contact center workforce management disciplines, including real-time management, scheduling, forecasting, staffing optimization, and service level management.
Contact Center Operations: Knowledge of contact center performance drivers and operational processes across multi-channel customer service environments.
Leadership & Team Development: Proven ability to lead, coach, and develop frontline workforce management professionals while driving accountability and performance.
Analytical Skills: Strong capability to interpret workforce data, identify trends, perform root-cause analysis, and make data-driven recommendations.
Communication: Excellent verbal and written communication skills with the ability to influence stakeholders and communicate effectively at all organizational levels.
Collaboration & Partnership: Ability to build strong partnerships across Workforce Management, Operations, Customer Experience, Technology, and Support functions.
Problem Solving: Demonstrated ability to manage complex operational challenges and develop practical solutions that improve performance outcomes.
Technology Proficiency: Experience using workforce management systems, reporting platforms, operational dashboards, and Microsoft Office applications.
Change Management: Ability to effectively lead teams through operational changes, process improvements, and business transformation initiatives.
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.
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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.
