Job DescriptionJob OverviewThe Manager, External Partnerships, Partner Center Strategy supports Macy's global vendor strategy for offshore contact center operations and customer experience delivery. This role is responsible for executing partner strategies, managing day-to-day vendor relationships, and ensuring alignment with company goals related to performance, customer experience, and operational efficiency.
Working in close partnership with the Senior Manager, this role serves as a key liaison between Macy's and external partners, supporting vendor performance management, operational readiness, and contractual adherence. The Manager plays a critical role in coordinating partner operations, supporting new site launches and expansions, and driving consistency across multiple business lines and geographies.
This role partners closely with internal stakeholders across Selling, Customer Experience, Operations, Technology, Risk, and Support teams to ensure strong execution, effective governance, and a high-performing partner network.
What You Will Do- Support execution of Macy's Partner Center strategy across offshore and onshore vendors, ensuring alignment with business goals and customer experience expectations.
- Serve as a primary day-to-day contact for external partners, managing communication, coordination, and resolution of operational needs and issues.
- Monitor and analyze partner performance across multiple business lines and channels (Voice, Chat, Email, Backline), tracking key metrics including productivity, quality, compliance, and customer satisfaction.
- Partner with Macy's Selling and Customer Experience teams to align on goals, priorities, and performance expectations for partner operations.
- Support management of vendor operations, including staffing alignment, capacity planning coordination, and adherence to service level agreements (SLAs).
- Assist in managing contractual obligations by maintaining documentation, tracking requirements, and ensuring compliance with agreed terms.
- Support the onboarding and launch of new partner sites and expansion of existing operations, including coordination of project plans, training, staffing, system readiness, and operational integration.
- Coordinate cross-functional efforts required for partner readiness, including technology connectivity, process alignment, and risk/control considerations.
- Drive consistency in processes, communication, and execution across all partner sites and business lines.
- Identify performance trends, risks, and improvement opportunities, and partner with stakeholders to implement solutions that enhance outcomes.
- Support governance routines and business reviews by preparing materials, tracking action items, and ensuring follow-through.
- Build and maintain strong working relationships with internal stakeholders and external partners, reinforcing accountability, transparency, and collaboration.
- Advocate for customer and colleague experience improvements across the Macy's and Bloomingdale's portfolio.
- Stay informed on industry trends, offshore operations, and customer experience best practices.
- Support team leadership activities including onboarding, coaching, and development of direct and indirect resources, as applicable.
- Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
- Perform additional duties as assigned to support the organization.
Skills You Will NeedCustomer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction.
Communication: Excellent verbal and written communication skills for interacting with customers, drafting detailed correspondence, and presenting findings.
Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.
Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.
Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.
Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.
Regulatory Knowledge: Experience with credit services and familiarity with regulatory or government agencies such as the CFPB/BBB is advantageous.
Public Speaking: Effective public speaking and presentation skills to convey information clearly and confidently.
Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.
Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.
Who You Are- Candidates with a Bachelor's degree from 4-year colleague or university preferred encouraged to apply. Minimum of 1-2 years of experience in related fields.
- This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
- Able to work a flexible schedule based on department and company needs.
What We Can Offer YouJoin 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.
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