Director, Customer Experience

Macy's
$98,900.00 - $164,800.00 / yr
paid time off, paid holidays, tuition reimbursement, 401(k)
United States, North Carolina, China Grove
Jun 03, 2026
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 Principal, Customer Experience, based in our China Grove Fulfillment Center serves as the primary liaison between luxury partners and the China Grove Customer Fulfillment Center. This role ensures strong operational alignment, prioritization, and visibility across fulfillment activities while safeguarding the luxury customer experience. Leveraging industrial engineering, analytics, and crossfunctional collaboration, this leader will partner with Macy's, Bloomingdale's and any future luxury stakeholders to drive performance insights and deliver sustainable improvements that support service excellence and growth. What You Will Do * Act as the primary liaison between luxury partners and the China Grove Customer Fulfillment Center, ensuring seamless alignment on priorities, execution, and performance. * Drive visibility to fulfillment performance through analytics, reporting, and actionable insights, proactively identifying risks and opportunities. * Partner crossfunctionally with supply chain, transportation, inventory planning, technology, and merchant teams to support reliable, efficient customer delivery. * Lead problem resolution for complex fulfillment issues, balancing service, speed, and cost outcomes. * Lead crossfunctional rootcause analysis for customer experience defects (packaging, item condition, order accuracy, returns/refunds) and drive sustainable corrective actions. * Leverage industrial engineering and process improvement principles to enhance fulfillment efficiency, throughput, and scalability. * Partner with Macy's, Bloomingdale's and any future luxury stakeholders within the fulfillment center to protect the luxury customer experience during peak and nonpeak periods. * Ensure service level adherence and continuous improvement through performance reviews, rootcause analysis, and corrective action plans. * Champion collaboration, accountability, and disciplined execution across internal teams and external partners. * Support longterm fulfillment capability development while enabling daytoday operational excellence. * Collaborate with Vendor Compliance to ensure seamless merchandise flow through operations, supporting improved speed and service. * Establish proactive alerting mechanisms to prevent operational disruptions before customer or financial impact. * Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. * Prepare and present Supply Chain Executive updates and Steering Committee materials, framing issues, tradeoffs, and recommendations for senior decision makers. Skills You Will Need * Advanced analytical and industrial engineering expertise with the ability to apply datadriven, structured problemsolving to complex fulfillment challenges. * Strong judgment and prioritization skills, capable of navigating ambiguity, balancing competing demands, and making effective tradeoff decisions. * Influence without authority, driving alignment and execution across operations, engineering, inventory, transportation, and merchant partners. * Exceptional written and verbal communication skills, with the ability to translate complex operational issues into clear, actionable insights for diverse audiences. * Collaborative leadership mindset, building trustbased partnerships across Bloomingdale's and China Grove teams. * Comfort operating in a highvisibility, fastpaced fulfillment environment, maintaining composure and focus amid constant change and urgency. * Customercentric mindset - Champions Bloomingdale's service, presentation, and quality standards within operational decisions. * Service recovery management - Leads investigation and resolution of packaging, accuracy, returns defects, and refund delays. Pushes for permanent fixes that eliminate repeat customer issues * Systems Proficiency - Familiarity with Microsoft Suite, including advanced excel skills, Tableau, SQL, Warehouse and Labor Management Systems. Who You Are * Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. * This position requires heavy lifting, constant moving, standing, and reaching with arms and hands. Involves standing for at least two consecutive hours, lifting at least 50 lbs. stooping, kneeling, crouching, and climbing ladders. May involve reaching above eye level. * Requires close vision, color vision, depth perception, and focus adjustment. * Able to work a flexible schedule, including days, evenings, weekends, and holidays, 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](https://employeeconnection.net/CareerSiteMedia/2024_2025_Professional_BAAG_Macys_Bloomingdales.pdf). 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. SUPPLY00 This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.