Job Description

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 Senior Director, Operations provides strategic and operational leadership for a highly automated, large-scale Direct-to-Consumer Customer Fulfillment Center operating in a fast-paced, high-volume environment.

This leader is responsible for driving end-to-end operational performance across receiving, inventory, fulfillment, packing, sortation, and shipping while delivering results in customer service, productivity, cost, quality, inventory accuracy, safety, and colleague engagement.

Working closely with the Facility Leader and cross-functional partners, this role optimizes the interaction between people, process, automation, technology, and capacity to ensure total-building performance. The Senior Director serves as a key member of the facility leadership team and may lead the facility in the absence of the Facility Leader.

The ideal candidate combines deep fulfillment expertise, automation experience, strong business acumen, and proven success leading large organizations through leaders in complex, multi-shift environments.

What You Will Do

• Lead end-to-end fulfillment operations across all shifts, ensuring strong execution, customer service, and operational performance throughout the fulfillment process.
• Develop and lead a high-performing organization through Directors, Managers, and frontline leaders, establishing a culture of accountability, ownership, engagement, and continuous improvement.
• Drive performance against productivity, throughput, service, quality, inventory, safety, reliability, labor, and financial objectives.
• Optimize operational flow by balancing workload, labor, automation, equipment, and capacity while ensuring decisions support total-building performance.
• Lead operations within a highly automated environment utilizing Goods-to-Person systems, warehouse management and execution systems, sortation technologies, and other material-handling automation.
• Partner with Engineering, Maintenance, Systems, Technology, Planning, and external providers to identify constraints, resolve operational and system issues, and improve performance.
• Utilize data, operational observations, Lean principles, Six Sigma methodologies, and structured problem-solving to eliminate waste, improve reliability, and deliver sustainable results.
• Lead workforce, capacity, and contingency planning efforts to support changing business demands, peak periods, promotional events, and operational disruptions.
• Establish effective communication routines that create visibility to risks, ensure alignment across shifts and functions, and support consistent execution.
• Build strong partnerships across Operations, Finance, Human Resources, Talent Acquisition, Asset Protection, Engineering, Maintenance, Transportation, Technology, Merchandising, and Supply Chain functions.
• Communicate operational performance, risks, financial impacts, root causes, action plans, and strategic priorities to facility, network, and executive leadership.
• Promote a culture of safety, inclusion, respect, recognition, and development while building a strong pipeline of future leaders.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Skills You Will Need

Operational & Fulfillment Leadership

• Extensive experience leading large-scale fulfillment, distribution, manufacturing, or logistics operations.
• Strong understanding of Direct-to-Consumer fulfillment and end-to-end operational flow.
• Experience operating in highly automated environments utilizing warehouse management, execution, robotics, sortation, conveyor, and Goods-to-Person technologies.
• Ability to evaluate operational dependencies, identify constraints, and optimize total-building performance.

Leadership & Business Acumen

• Proven ability to lead large organizations through leaders while building strong teams and succession pipelines.
• Strong communication, collaboration, and influencing skills across operational and support functions.
• Demonstrated ability to manage competing priorities, assess risk, make sound decisions, and drive accountability in a fast-paced environment.
• Strong financial acumen with experience managing labor, productivity, budgets, cost controls, and operational performance metrics.

Continuous Improvement & Execution

• Strong analytical, root-cause problem-solving, and data-driven decision-making capabilities.
• Experience applying Lean, Six Sigma, or similar continuous improvement methodologies.
• Knowledge of workforce planning, capacity management, labor optimization, and throughput planning.
• Ability to adapt to evolving business requirements, technology changes, and volume fluctuations while maintaining operational excellence.

Who You Are

• A highly visible, engaged operational leader who is comfortable spending significant time within the operation and working directly with leaders and colleagues to understand opportunities and improve performance.
• A strong people developer who believes building leadership capability is essential to achieving sustainable operational results.
• An effective communicator who creates clarity, raises risks early, facilitates productive dialogue, and can confidently engage audiences ranging from frontline colleagues to senior executives.
• A systems thinker who understands how decisions within one area of a fulfillment center can impact inventory, automation, downstream capacity, customer service, and total-building performance.
• A leader who thrives in complex, highly automated, fast-paced environments and maintains composure and sound judgment when conditions change quickly.
• Demonstrates inclusive leadership by creating an environment where colleagues feel respected, valued, and empowered to contribute, develop, and grow.
• Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• 10+ years of progressive Supply Chain, Distribution, Fulfillment, or Operations leadership experience preferred, including significant leadership experience within large-scale Direct-to-Consumer or automated fulfillment operations.
• Demonstrated experience leading leaders and large teams across multiple shifts and functional areas in a complex operation.
• Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on facility and company needs.
• This position requires frequent walking and standing within a large fulfillment operation and may involve stooping, kneeling, crouching, climbing stairs or ladders, reaching, and lifting as required within the operational environment.
• Travel required up to 15%.

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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