Manager, Bloomingdale's Digital Customer Care - Atlanta

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.to benefit from. Our success will be built on amazing colleagues, working together.

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Everyone plays a critical role in bringing our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Job Overview

At Bloomingdale's, we're committed to creating a uniquely elevated experience that approaches every customer interaction with the utmost care and customer love. As a Manager of Digital Customer Care, you will lead a high-performing team of service professionals, inspiring them to deliver luxury-level care that is personal, thoughtful, and distinctly Bloomingdale's.

This role is not just about answering inquiries, it's about leading people to transform the everyday into something extraordinary. You will be responsible for developing your team's skills, mindset, and performance, enabling them to exceed expectations across voice, chat, and email channels. With a relentless focus on coaching, feedback, and continuous growth, you will cultivate a team that puts the customer first, always-prioritizing satisfaction over efficiency, resolving friction at its source, and making reasonable, customer-considered decisions.

This is a people-first leadership opportunity for someone passionate about customer experience, team development, and redefining what care can be in a luxury retail environment.

This position is an onsite role based in Atlanta, GA.

What You Will Do

• Lead a team of 20-30 colleagues.
• Champion a positive, customer-obsessed culture by serving as the primary leadership presence and role model within the environment.
• Develop and empower team members to exceed performance expectations, while consistently sharing progress, insights, and opportunities with key business partners.
• Foster a supportive, accountable environment by addressing challenges with empathy and clarity, offering timely feedback, coaching, and guidance to support individual and team growth.
• Assist in developing, improving, and implementing processes that enhance both the colleague and customer experience.
• Build strong relationships and collaborate with team members across multiple divisions (MCCS and Stores), both in-person and remotely.
• Suggest methods to improve operational areas.
• Lead inclusive hiring and onboarding practices that attract top talent and foster a welcoming, learning-focused environment-ensuring new team members feel valued, supported, and equipped to deliver exceptional customer care from day one.
• Serve as a trusted escalation point for complex customer concerns, resolving issues with empathy, urgency, and a commitment to delivering an elevated, luxury experience that reinforces customer trust and loyalty.
• Manage and lead special projects to enhance the department's overall performance.
• Maintain regular, dependable attendance and punctuality.

Skills You Will Need

Inspirational Leadership & Team Empowerment: Demonstrated ability to lead with empathy and purpose, cultivating a high-performing team culture rooted in trust, accountability, and continuous growth.

Strategic Communication & Relationship Building: Exceptional interpersonal skills to foster meaningful connections with team members, cross-functional partners, and stakeholders. Proficient in articulating vision and feedback clearly, ensuring alignment and collaboration across all levels of the organization.

Customer-Centric Mindset: A deep commitment to placing the customer at the heart of every decision. Experienced in resolving complex customer issues with grace and urgency, consistently exceeding expectations to build lasting loyalty.

Innovative Problem-Solving & Decision-Making: A proactive approach to identifying challenges and implementing creative solutions. Capable of navigating ambiguity with confidence, making informed decisions that enhance both customer satisfaction and operational efficiency.

Analytical Acumen: Strong analytical skills to interpret data, track performance metrics, and inform strategic initiatives. Proficient in leveraging insights to drive improvements in service delivery and team effectiveness.

Organizational Excellence & Time Management: Ability to prioritize tasks effectively in a dynamic environment. Skilled in managing multiple responsibilities while maintaining a focus on quality and attention to detail.

Technical Proficiency: Comfortable navigating various digital platforms and tools essential for modern customer care operations. Quick to adapt to new technologies that enhance service delivery and team collaboration.

Who You Are

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy's & Bloomingdale's aspire to achieve every day in every way.
• Candidates with a High School diploma or equivalent are encouraged to apply. 1-2 years of direct experience required.
• 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 Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - Apply Today!

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