Sr. Director of Operations

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 Senior Director, Operations provides strategic and operational leadership for a highly automated, large-scale Direct-to-Consumer Customer Fulfillment Center operating in a fast-paced, high-volume environment. This leader is responsible for driving end-to-end operational performance across receiving, inventory, fulfillment, packing, sortation, and shipping while delivering results in customer service, productivity, cost, quality, inventory accuracy, safety, and colleague engagement. Working closely with the Facility Leader and cross-functional partners, this role optimizes the interaction between people, process, automation, technology, and capacity to ensure total-building performance. The Senior Director serves as a key member of the facility leadership team and may lead the facility in the absence of the Facility Leader. The ideal candidate combines deep fulfillment expertise, automation experience, strong business acumen, and proven success leading large organizations through leaders in complex, multi-shift environments. What You Will Do Lead end-to-end fulfillment operations across all shifts, ensuring strong execution, customer service, and operational performance throughout the fulfillment process. Develop and lead a high-performing organization through Directors, Managers, and frontline leaders, establishing a culture of accountability, ownership, engagement, and continuous improvement. Drive performance against productivity, throughput, service, quality, inventory, safety, reliability, labor, and financial objectives. Optimize operational flow by balancing workload, labor, automation, equipment, and capacity while ensuring decisions support total-building performance. Lead operations within a highly automated environment utilizing Goods-to-Person systems, warehouse management and execution systems, sortation technologies, and other material-handling automation. Partner with Engineering, Maintenance, Systems, Technology, Planning, and external providers to identify constraints, resolve operational and system issues, and improve performance. Utilize data, operational observations, Lean principles, Six Sigma methodologies, and structured problem-solving to eliminate waste, improve reliability, and deliver sustainable results. Lead workforce, capacity, and contingency planning efforts to support changing business demands, peak periods, promotional events, and operational disruptions. Establish effective communication routines that create visibility to risks, ensure alignment across shifts and functions, and support consistent execution. Build strong partnerships across Operations, Finance, Human Resources, Talent Acquisition, Asset Protection, Engineering, Maintenance, Transportation, Technology, Merchandising, and Supply Chain functions. Communicate operational performance, risks, financial impacts, root causes, action plans, and strategic priorities to facility, network, and executive leadership. Promote a culture of safety, inclusion, respect, recognition, and development while building a strong pipeline of future leaders. Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. Skills You Will Need Operational & Fulfillment Leadership Extensive experience leading large-scale fulfillment, distribution, manufacturing, or logistics operations. Strong understanding of Direct-to-Consumer fulfillment and end-to-end operational flow. Experience operating in highly automated environments utilizing warehouse management, execution, robotics, sortation, conveyor, and Goods-to-Person technologies. Ability to evaluate operational dependencies, identify constraints, and optimize total-building performance. Leadership & Business Acumen Proven ability to lead large organizations through leaders while building strong teams and succession pipelines. Strong communication, collaboration, and influencing skills across operational and support functions. Demonstrated ability to manage competing priorities, assess risk, make sound decisions, and drive accountability in a fast-paced environment. Strong financial acumen with experience managing labor, productivity, budgets, cost controls, and operational performance metrics. Continuous Improvement & Execution Strong analytical, root-cause problem-solving, and data-driven decision-making capabilities. Experience applying Lean, Six Sigma, or similar continuous improvement methodologies. Knowledge of workforce planning, capacity management, labor optimization, and throughput planning. Ability to adapt to evolving business requirements, technology changes, and volume fluctuations while maintaining operational excellence. Who You Are A highly visible, engaged operational leader who is comfortable spending significant time within the operation and working directly with leaders and colleagues to understand opportunities and improve performance. A strong people developer who believes building leadership capability is essential to achieving sustainable operational results. An effective communicator who creates clarity, raises risks early, facilitates productive dialogue, and can confidently engage audiences ranging from frontline colleagues to senior executives. A systems thinker who understands how decisions within one area of a fulfillment center can impact inventory, automation, downstream capacity, customer service, and total-building perf