Job Description

Manager, Digital Selling Services Call Center

Tampa, FL, United States

Full time Schedule

$54,700 - $91,000 Annually*

* based on job, location, and schedule

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, Digital Selling personalizes the Macy’s shopping experience for customers and maximizes sales for the company. As a thought leader, this role develops the sales culture and applies upselling and cross-selling expertise to lead the team to success. With extensive experience, the Manager, Digital Selling drives the customer shopping journey in Macy’s fast-paced, high-performance contact center sales environment.

What You Will Do

• Lead a team of colleagues and develop a successful selling culture, ensuring an exceptional customer experience.
• Oversee facilities upkeep and coordinate communication with all stakeholders to maintain office presentation standards.
• Develop a successful selling culture, ensuring an exceptional customer experience.
• Build strong relationships through communication and collaboration with team members across multiple divisions (MCCS and Stores), both in person and remotely.
• Manage all aspects of talent lifecycle, including interviewing, hiring, training, coaching, development, performance evaluation, and disciplinary actions.
• Provide ongoing training and development, recognizing and rewarding employee achievements.
• Drive project management initiatives in response to business needs.
• Lead team performance and coaching strategies to optimize results.
• Ensure goal achievement through accountability and ownership.
• Partner with key stakeholders to maintain Macy’s workplace standards.
• Collaborate with leadership to enhance employee engagement.
• Strengthen recruitment, training, and retention efforts to drive top performance.
• Lead by example, inspiring and developing others to exceed expectations.
• Maintain a high standard of courtesy, professionalism, and customer satisfaction.
• Assist in the development, improvement, and implementation of processes to enhance both the colleague and customer experience.
• Provide business updates and insights to leadership.
• 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

Sales Leadership & Strategy – Expertise in developing and executing sales strategies, leveraging upselling and cross-selling techniques to maximize revenue and enhance the customer experience.

Team Development & Coaching – Proven ability to lead, mentor, and develop a high-performing sales team, ensuring continuous growth and achievement of performance goals.

Customer Experience Management – Strong focus on creating a seamless and engaging shopping experience through personalized service, problem-solving, and adapting to customer needs.

Contact Center Operations – Deep understanding of contact center dynamics, including sales performance metrics, coaching strategies, and operational efficiency.

Communication & Collaboration – Strong verbal and written communication skills, with the ability to engage and collaborate across multiple divisions (MCCS and Stores), both in person and remotely.

Process Improvement & Project Management – Skilled in identifying opportunities for operational improvements, leading business initiatives, and implementing solutions that enhance efficiency and team performance.

Business Acumen & Reporting – Ability to analyze sales data, generate reports, and provide insights that drive strategic decision-making.

Technology & Tools Proficiency – Advanced proficiency in Microsoft Office Suite and ability to adapt to new sales and customer management technologies.

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 3-5 years of selling and/or contact center leadership 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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