Manager, Agent Experience - Communication

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.

The Manager, Agent Experience leads communication strategies that support the Macy’s Credit & Customer Service (MCCS) colleague experience by delivering clear, timely, and actionable communications to People Leaders and frontline colleagues. This role partners closely with Operations, Learning, Change Management, and business stakeholders to translate business priorities, process changes, performance expectations, and key initiatives into effective communication plans and content that drive understanding and execution across MCCS. The Manager, Agent Experience ensures communications are relevant to the intended audience, consistent across business lines and locations, and aligned with the broader colleague experience. This role develops and executes communication strategies that inform, engage, and enable colleagues while supporting organizational priorities and operational effectiveness.

Develop and manage MCCS communication strategies, messaging, and content that support People Leaders and frontline colleagues through business updates, operational changes, colleague experience initiatives, and performance priorities. Partner with Operations, Learning, Change Management, Communications, and subject matter experts to assess communication needs, evaluate audience impacts, identify message gaps, and enhance communication effectiveness. Create and deliver clear, engaging communication materials, including leader talking points, frontline updates, FAQs, job aids, launch communications, meeting content, and other resources that enable effective message cascades. Ensure communications align with business objectives, operational priorities, colleague experience goals, compliance requirements, and customer service expectations. Establish and maintain communication governance processes that ensure messaging is accurate, timely, audience-appropriate, and consistently delivered across channels. Monitor communication metrics, stakeholder feedback, and performance indicators to assess message reach, understanding, adoption, and overall effectiveness. Equip People Leaders with the tools, resources, context, and guidance needed to confidently communicate expectations, reinforce key messages, and address colleague questions. Measure communication effectiveness through leader feedback, colleague sentiment, adoption trends, operational outcomes, and performance data; use insights to continuously improve communication strategies and execution. Stay current on communication, change management, employee engagement, and learning industry trends, emerging technologies, and best practices. Lead, coach, and develop direct and indirect reports by providing clear direction, performance feedback, developmental opportunities, decision support, and accountability for achieving team goals and behavioral expectations. 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.

You Will Need Communication Strategy : Ability to develop audience-centered communication plans that translate business priorities, operational changes, and colleague experience initiatives into clear, actionable messaging for People Leaders and frontline colleagues. Message Development : Strength in writing clear, concise, and audience-relevant