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Manager, Digital Customer Care

Deerfield Township, OH, United States

Full time Schedule

$54,700

-

$91,000

Annually*

* based on job, location, and schedule

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.

Job Overview

The Manager, Digital Experience leads assigned team members in responding to customer inquiries, including order placement, service and chat interactions, quality audit issues, and backline questions. This role drives an effective onboarding process, fosters a strong culture of service and selling, monitors daily service levels, and ensures timely, impactful coaching for the team. The Manager, Digital Experience reallocates resources as needed and leads initiatives that enhance efficiency and elevate the overall customer experience.

What You Will Do

• Lead and develop a team of 20–30 colleagues.
• Serve as the primary on-site leadership presence, fostering a positive, inclusive, and accountable culture.
• Ensure facilities are well maintained and communicate office presentation needs to appropriate partners.
• Coach and support team members to exceed performance expectations; regularly share progress and results with business stakeholders.
• Develop, refine, and implement processes that improve both colleague engagement and the customer experience.
• Build strong, collaborative relationships across multiple divisions (MCCS and Stores), both in person and remotely.
• Identify and recommend opportunities to improve operational effectiveness.
• Monitor team performance, drive accountability, and motivate the team to consistently exceed departmental goals.
• Deliver ongoing training and development, recognizing and reinforcing strong performance.
• Set, communicate, and reinforce clear and consistent priorities.
• Address employee issues and conflicts through timely feedback, coaching, and resolution.
• Interview, hire, onboard, manage, and develop direct and indirect reports; plan and assign work, provide decision support, and ensure performance and behavioral expectations are met.
• Lead and manage projects aligned to evolving business needs.
• Resolve internal and external customer inquiries, including escalated customer issues.
• Champion company culture while delivering a high-quality customer experience.
• Maintain regular, dependable attendance and punctuality.
• 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

Leadership and Team Management: Ability to lead, develop, and inspire a team of colleagues, cultivating a positive culture, and providing consistent coaching to exceed performance expectations.

Communication and Relationship Building: Strong interpersonal skills to effectively communicate with team members, cross-functional partners, and stakeholders; capable of building and maintaining relationships across multiple divisions and levels.

Customer Service Expertise: Exceptional customer service skills with a focus on meeting and exceeding customer expectations; experience handling escalated customer issues and inquiries.

Project Management: Proficiency in managing and prioritizing multiple projects; adaptability to address shifting business needs and lead special projects that improve customer and employee experience.

Problem-Solving and Decision-Making: Ability to independently identify, analyze, and solve complex, ambiguous problems with attention to detail and critical thinking.

Process Improvement: Experience in process development, improvement, and implementation, especially in areas that enhance operational efficiency, colleague experience, and customer satisfaction.

Analytical and Mathematical Skills: Strong analytical abilities with proficiency in calculating figures like discounts, percentages, and proportions, as well as applying basic algebraic concepts.

Organizational and Time Management Skills: Skilled in organizing, prioritizing tasks, managing time effectively, and handling multiple responsibilities with flexibility.

Technical Proficiency: Proficient in MCCS systems, Microsoft Office, and basic computer navigation and keyboarding skills.

Motivational and Coaching Abilities: Ability to motivate and engage team members through effective coaching conversations and to recognize achievements, fostering a high-performance environment.

Attention to Detail and Compliance: Capable of interpreting safety rules, operating instructions, and procedural documents; upholding standards in a structured environment.

Who You Are

• 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 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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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. Click here to see details on benefits.

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Job Info

• Job Identification84398
• Job CategoryStores
• Posting Date01/26/2026, 11:44 AM
• Locations 9111 Duke Boulevard, Deerfield Township, OH, 45040, US

Position Overview

The Cabin Crew Aide is responsible for delivering the highest standards of safety, service excellence, and confidentiality aboard flights transporting heads of state, senior government officials, diplomats, and high-security delegations. This role requires exceptional professionalism, refined protocol knowledge, cultural intelligence, and the ability to perform seamlessly in high-pressure, security-sensitive environments.

Key Responsibilities

Safety & Compliance

• Ensure full compliance with international aviation safety regulations and operator-specific procedures.
• Conduct detailed pre-flight and post-flight safety checks.
• Deliver tailored safety briefings for government officials and diplomatic delegations.
• Coordinate with flight deck crew, security teams, and government protection units regarding emergency protocols.

Diplomatic Protocol & Government Etiquette

• Apply knowledge of international diplomatic protocols, seating precedence, cultural nuances, and official forms of address.
• Manage protocol-sensitive arrangements such as delegation seating, ceremonial requirements, and discreet movement onboard.
• Liaise with embassies, consulates, and government agencies to ensure correct handling of VIP expectations and special requests.

VVIP Service Excellence

• Deliver highly personalized, luxury service to heads of state and senior VIPs.
• Plan, design, and execute bespoke onboard dining, including gourmet menu preparation and premium service standards.
• Maintain impeccable cabin presentation and attention to detail throughout the flight.
• Manage confidential documents, personal items, and VIP preferences with absolute discretion.

Security & Confidentiality

• Maintain strict confidentiality regarding passenger identities, movements, conversations, and mission details.
• Adapt quickly to last-minute itinerary changes and high-security operations.

Operational Coordination

• Coordinate with ground handling teams, diplomatic lounges, airport authorities, and protocol officers.
• Oversee catering orders, special dietary requirements, and high-end amenities procurement.
• Prepare detailed cabin readiness reports and VVIP preference logs.

Required Qualifications

Professional Qualifications

• Valid Cabin Crew License (CCA / EASA / GCAA / FAA or equivalent).
• Minimum 3–5 years of experience in VIP, VVIP, corporate jet, or first-class commercial aviation.
• Experience working with government, military, or diplomatic clientele highly preferred.

Skills & Competencies

• Strong understanding of diplomatic protocol and multicultural etiquette.
• Outstanding communication, discretion, and emotional intelligence.
• High-level culinary service skills (silver service, guéridon, wine knowledge).
• Crisis management, conflict resolution, and emergency response ability.
• Fluency in English; additional languages (Arabic, French, Spanish, etc.) are an advantage.

Personal Attributes

• Impeccable grooming and professional appearance.
• Calm under pressure; able to adapt to rapid operational changes.
• Highly confidential, trustworthy, and security-conscious.
• Service-driven mindset with meticulous attention to detail.

Additional Requirements

• Ability to travel extensively and be on short-notice standby.
• Valid USA passport with the ability to obtain security clearances.
• Willingness to undergo periodic protocol, cultural, and security training.
• Must possess an active Secret (or TS/SCI) security clearance or be eligible to obtain one.
• This position does not offer relocation assistance; local candidates are preferred.

• Creates and ensures a fun-filled, entertaining, and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Adhere to established company and departmental procedures, guidelines, and policies at all times.
• Maintain established company and departmental uniform, appearance, and hygiene standards at all times.
• Maintains a clean, safe, hazard-free work environment within area of responsibility.
• Must be able to work with a computerized Micros or Point of Sale System for order entry, pre-check functions, etc.
• Always maintain professionalism while working with other team members, departments, and guests.
• Serves food, alcoholic and non-alcoholic beverages according to service standards.
• Must provide fine dining steps of service
• Must be able to provide proper wine service and technique.
• Responsible for presenting checks and securing settlement of checks for food and beverages.
• Must completely bus tables/bar top and keep respective side station clean and stocked at all times.
• Maintain food service and/or side station areas as required.
• Responsible for pre-busing: separating flatware, dishes, and glasses for the dishwashing area.
• Performs all other relative miscellaneous duties as directed by supervisor/manager.
  
  

• Must be 21 years of age
• Shift assignments may be irregular, and will cover days, nights, weekends, and holidays
• Exposure to casino related environment factors, including but not limited to secondhand smoke, excessive noise, and stress related to servicing customers in a high pressure and fast paced environment
• The ability to sit, walk, stand, bend, lift, reach, pull, push, kneel, squat and grasp
• Must be able to walk and stand for at least 8 hours
• Repeated bending, lifting, and carrying
• Must be able to lift and carry small trays weighing up to 40 pounds repeatedly and to push/pull and/or carry tables, chairs, and highchairs
• Must be able to maintain small side stations and service bar areas
• Must be able to communicate (hear, speak, read, and legibly write in English).
• Must be able to pass a Bartender Written Test
• Must be able to pass a Bartender Practical Test
• Must be able to pass Wine Test
• Must be able to pass Menu Tests including but not limited to, food, cocktail, wine
• Must have at last one year of Fine Dining Experience
  
  

• Deliver food and beverages from the kitchen to guests promptly and accurately
• Ensure all orders are complete and properly presented before delivery
• Assist servers by providing refills, condiments, and special requests to guests
• Communicate effectively with kitchen staff and servers to ensure order accuracy
• Maintain cleanliness and organization of food runners' station and dining areas
• Respond to guest inquiries and resolve any issues regarding food service
• Assist with clearing dishes and resetting tables during and after meals
• Ensure food is delivered at the correct temperature and in a timely manner
• Follow safety and sanitation procedures while handling food and beverages
• Support restaurant staff with additional tasks, such as stock replenishment or prep assistance
• Maintain a positive and professional demeanor while interacting with guests and coworkers
• Other duties as assigned
  
  

• High school diploma or equivalent preferred
• At least 1 year experience working in a restaurant
  
  

• Basic knowledge of food and beverage items on the menu
• Understanding of table numbers, seat positions, and order flow
• Strong communication skills to relay information between kitchen and service staff
• Excellent time management and multitasking abilities
• Ability to work efficiently in a fast-paced environment
• Strong attention to detail and accuracy when delivering orders
• Ability to remain calm and composed under pressure
• Physical stamina to stand, walk, and carry heavy trays for extended periods
• Good teamwork and collaboration skills
• Courteous and guest-focused demeanor
• Ability to handle guest concerns professionally and promptly
• Knowledge of proper food handling and sanitation standards
• Ability to follow directions and adapt to changes quickly
• Dependability and punctuality
• Flexibility to work various shifts, including evenings, weekends, and holidays
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)
  
  

• Paid Time Off Programs
• Paid Leave Programs
• Employee Ski Pass and Depedent Ski Passes
• Other company perks
  
  

• Ensure friendly greeting to all guests while served within established procedures and standards
• Proficient in all bar menus and can describe all menu items to a guest if/when necessary
• Responsible for bank; ensure its safe return/deposit
• Ensure adequate working knowledge of the Point of Sale System
• Accountable for securing payment from guest
• Clear, clean and reset bar during service
• Responsible for proper opening and closing of bar
• Make managers aware of all guest comments and complaints
• Familiar with Colorado liquor laws
• Complete tasks and projects delegated by the manager
• Assist other departments as business volumes, and staff levels demand
• Other duties as assigned
  
  

• High school diploma or GED preferred
• 1 year of serving or bartending experience required
• 1 year of advanced beverage knowledge preferred
  
  

• Familiarity with Forbes 5-Star standards and procedures
• Knowledge of food and beverage products offered
• Knowledge of company policies and procedures
• Understanding on how to assist customers and meet their needs effectively
• Ability to prioritize tasks and manage time effectively
• Ability to do basic problem-solving
• Proficiency in communicating clearly both verbally and in writing to team members and customers
• Strong attention to detail
• Ability to work under stressful circumstances
• Ability to quickly adapt to changes in processes, customer flow, environments, and tasks
• Ability to engage with customers in a positive and helpful manner
• Ability to communicate clearly in English, both verbally and in writing to team members and customers
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)
  
  

• Paid Time Off Programs
• Paid Leave Programs
• Employee Ski Pass and Dependent Ski Passes
• Other company perks
  
  

• Use suggestive selling technique for food and beverage
• Attend daily pre-meal tasting and pre-shift meeting
• Ensure friendly greeting to all guests and take orders, serve food and beverage requests promptly
• Check with guest during meal for guest satisfaction
• Responsible for guest check and proper payment
• Assist in clearing and set-up of tables before, during and after service
• Make manager aware of all guest comments and complaints
• Is familiar with Colorado liquor laws does not serve intoxicated guests or minors
• Other duties as assigned
  
  

• High school diploma or equivalent preferred
• At least 1 year experience working in a restaurant
  
  

• Familiarity with Forbes 5-Star standards and procedures
• Proficiency in communicating clearly both verbally and in writing to team members and customers
• Basic knowledge of wine, food and cooking methods
• Understanding on how to assist customers and meet their needs effectively
• Ability to work in collaboration with others to achieve team goals
• Attention to detail
• Ability to quickly adapt to changes in processes, customer flow, environments, and tasks
• Ability to engage with customers in a positive and helpful manner
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to frequently lift, push or pull up to 50 lbs. individually or with assistance
  
  

• Paid Time Off Programs
• Paid Leave Programs
• Employee Ski Pass and Dependent Ski Passes
• Other company perks
  
  

• Maintain a clean and sanitary work environment, participate in pre and post shift cleaning and organization to include but not limited to: kitchen equipment, walk in fridge/freezer storage, dry storage, trash, recycle, mopping, sweeping
• Prepare & serve food items according to standardized recipes and chef specifications
• Follow daily preparation list to ensure items are ready for service
• Assist with storage of food deliveries
• Report any problems with food product, kitchen equipment or work area to a Chef/Sous chef
• Safely operate and train others on the operation of various kitchen equipment to include oven, grill, flattop, soup kettles, slicers, robo-coupe, immersion blender
• Ensure accurate portion sizes and presentation of dishes to meet both quality standards and establishment expectations
• Manage cooking times to ensure food is prepared and served in a timely manner, especially during peak hours
• Work closely with kitchen team members to ensure smooth operation and effective communication during shift
• Other duties as assigned
  
  

• Culinary School graduate preferred
• 1-2 year(s) of experience in a commercial kitchen preferred
• ServSafe or similar food safety course certification is preferred
  
  

• Proficient written and verbal communication English skills, Spanish a plus
• Knowledge of a variety of cooking techniques to include baking, broiling, grilling, sauté, roasting, blanching and more
• Knowledge of food handling, safety and other restaurant guidelines
• Knowledge of simple sauce and dressing
• Strong analytical and problem-solving skills
• Excellent time management skills
• Ability to manage difficult or emotional situations whether they be customer or employee related
• Ability to work under stressful circumstances
• Ability to quickly adapt to changes in processes, customer flow, environments, and tasks
• Ability to work in collaboration with others to achieve team goals
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)
  
  

• Health, Dental and Vision Insurance Programs
• Flexible Spending Account Programs
• Life Insurance Programs
• Paid Time Off Programs
• Paid Leave Programs
• 401(k) Savings Plan
• Employee Ski Pass and Dependent Ski Passes
• Other company perks
  
  

• Offer guests recommendations of drinks to compliment certain food items
• Know all menu item origins, preparations, and ingredients to make recommendations
• Mix drinks and serve alcoholic and nonalcoholic beverages
• Complete beverage and general supply requisitions
• Ensure guests satisfaction and inform management of guest’s comments and complaints
• Monitor guests who are over intoxicated and communicate sightings to management team for further evaluation
• Assist in emergency and security procedures as directed by management and the established emergency plan
• Reset area, clean all indoor and outdoor areas and perform side duties assigned by the Manager
• Responsible for assisting all team members in organization of kitchen items, to include, dry goods, kitchen equipment, storage containers, cleaning supplies and proper rotation and organization of all F&B deliveries
• Complete tasks and projects delegated by your manager and assist other departments as business volumes and staff levels demand
• Enforce and comply with all policies and procedures for the Food and Beverage department
• Other duties as assigned
  
  

• High School Diploma or equivalent required
• Must be over 18 years of age
• TIPS trained
• Six months to one year of related experience preferred
  
  

• Proficient knowledge in all wines by the glass
• Proficient knowledge of state liquor laws
• Basic knowledge of alcoholic beverages and cocktail creation methods preferred
• Knowledge in cash and credit card payment processing
• Knowledge of local attractions, restaurants and activities
• Mixology Skills
• Ability to wet up, maintain, and break down bar area
• Ability to work outdoors
• Ability to maintain a positive, professional, team-player attitude
• Ability to work outdoors at high elevation for entire shift
• Ability to maintain the proper care and cleanliness of serving equipment and glassware
• Ability to serve guests in a timely and friendly manner
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)
  
  

• Paid Time Off Programs
• Paid Leave Programs
• Employee Ski Pass and Dependent Ski Passes
• Other company perks
  
  

• Ensure that all guests are greeted in a timely manner
• Communicate with guests regarding wait times, ensuring that everyone feels accommodated and listened to
• Manage the seating chart to ensure tables are allocated fairly between servers
• Assist restaurant employees with clearing and resetting tables as needed
• Ensure bar area tables are clean and condiments are stocked, cleaned and refilled as needed
• Assist with restaurant side work as needed to prepare for service
• Answer phone calls to communicate wait times, reservations, collect payment and be able to answer basic resort questions for guests
• Participate in daily cleaning operations for the restaurant, which can include checking bathrooms are clean, mopping, sweeping, vacuuming
• Able to assist as a restaurant server, food runner or busser if needed
• Snow removal as required by specific restaurant, which may include moving deck furniture
• Other duties as assigned
  
  

• Must be 16 years of age or older
• Ability to communicate and follow oral or written directions in English is required
• High School graduate preferred
• TIPS Certification preferred
  
  

• Proficient knowledge in guest service principles and best practices
• Proficient knowledge of computer programs such as Microsoft Office or POS systems is preferred
• Must display basic knowledge of food preparation techniques and food allergies
• Knowledge of reservation systems and seating management
• Knowledge of menu offerings, specials, and promotions
• Ability to multitask and stay organized in a fast-paced environment
• Excellent verbal communication and interpersonal skills
• Ability to handle guest inquiries, concerns, and complaints professionally
• Understanding of basic restaurant operations and table turnover strategies
• Ability to work well with a team, including servers, bartenders, and managers
• Basic math skills for managing waitlists and seating arrangements
• Ability to remain calm and composed under pressure
• Attention to detail to ensure a smooth guest experience
• Ability to stand for long periods and move quickly when needed
• Flexibility to work nights, weekends, and holidays as needed
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)
  
  

• Paid Time Off Programs
• Paid Leave Programs
• Employee Ski Pass and Dependent Ski Passes
• Other company perks
  
  

• Use suggestive selling technique for food and beverage
• Attend daily pre-meal tasting and pre-shift meeting
• Ensure friendly greeting to all guests and take orders, serve food and beverage requests promptly
• Check with guest during meal for guest satisfaction
• Responsible for guest check and proper payment
• Assist in clearing and set-up of tables before, during and after service
• Make manager aware of all guest comments and complaints
• Is familiar with Colorado liquor laws does not serve intoxicated guests or minors
• Other duties as assigned
  
  

• High school diploma or equivalent preferred
• At least 1 year experience working in a restaurant
  
  

• Familiarity with Forbes 5-Star standards and procedures
• Proficiency in communicating clearly both verbally and in writing to team members and customers
• Basic knowledge of wine, food and cooking methods
• Understanding on how to assist customers and meet their needs effectively
• Ability to work in collaboration with others to achieve team goals
• Attention to detail
• Ability to quickly adapt to changes in processes, customer flow, environments, and tasks
• Ability to engage with customers in a positive and helpful manner
  
  

• Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of time
• Regularly work in wet, hot and humid conditions for extended periods of time and may be required to walk on slippery and uneven surfaces
• Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)
  
  

• Paid Time Off Programs
• Paid Leave Programs
• Employee Ski Pass and Dependent Ski Passes
• Other company perks