Manager, Bloomingdale's Credit Customer Care

About

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

The Manager, Bloomingdale's Credit Customer Care is a strategic leader responsible for guiding a highperforming team that specializes in luxurylevel customer care and credit servicing. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. The teams you are leading are responsible for delivering an intimate and distinctive customer experience by responding to Bloomingdale's customer inquiries via phone, chat, or email. Our teams provides full ownership to credit related inquiries, seizing the opportunity to rewrite the end of the story. Our leaders promote an environment of continuous learning and education to foster and achieve creative resolutions. This role blends the operational depth of a credit servicing environment with Bloomingdale's elevated care philosophy, ensuring that every interaction-whether creditrelated, online, or escalated-feels personal, polished, and deeply customerfocused.

What You Will Do
Leadership & Team Development

* Lead and develop a team of 20-30 credit customer care professionals.

* Interview, hire, train, coach, and provide timely feedback to drive performance and ensure exceptional service delivery.

* Create a culture rooted in accountability, inclusivity, and continuous growth-hallmarks of Bloomingdale's leadership.

* Establish a strong leadership presence, modeling calm, empathetic, luxuryaligned customer focus
Credit Customer Care Experience

* Oversee teams handling credit inquiries, account maintenance, billing questions, payment concerns, and creditrelated escalations.

* Ensure compliance with credit policies, quality standards, and regulatory guidelines.

* Identify patterns in credit customer feedback and collaborate with crossfunctional partners to eliminate recurring friction.

* Make informed, customerconsidered decisions that balance policy, risk, and Bloomingdale's elevated Care expectations.

* Champion a "customerobsessed" approach by transforming everyday online interactions into extraordinary, branddefining moments.

* Plan and oversee daily work assignments to meet service level goals.

* Lead and support projects that improve the customer journey with a focus on speed, clarity, and customer care.
Escalation Management

* Serve as the trusted escalation point for complex or emotionally charged credit or digital issues, resolving concerns with urgency, empathy, and elevated judgment.

* Partner with Macy's Credit & Customer Service (MCCS) and Bloomingdale's leadership teams to ensure alignment on process and experience.

Skills You Will Need
Credit & Customer Care Expertise

Strong understanding of credit operations, billing/statement management, credit policy adherence, and customer problem resolution in a regulated environment.

Inspirational Leadership & Team Empowerment

Demonstrated ability to lead with purpose and empathy, building a highperforming, trustdriven team culture.
CustomerCentric Decision Making

A luxuryminded approach that puts the customer first while applying sound judgment, policy knowledge, and Bloomingdale's care philosophy.
Digital Care Capabilities

Comfort working with digital platforms, online systems, and multichannel communication tools that support modern retail service.
Analytical Acumen & Problem Solving

Ability to interpret credit data, performance metrics, and service trends to support strategic decisionmaking.
Collaboration & Communication

Ability to build strong crossfunctional partnerships across MCCS, Stores, and Bloomingdale's Digital functions.

Who You Are

* A leader who reflects Bloomingdale's customer care values

* Customerobsessed, especially within credit and retail environments.

* Comfortable balancing policy with a luxury care mindset.

* High School diploma or equivalent; 2-5 years of direct experience preferred.

* Able to work a flexible schedule based on business needs.

What We Can Offer You

Bloomingdale's and Macy's provide a bestinclass combination of benefits, recognition, and development:

* Competitive pay & performancebased incentives

* Merchandise discounts

* Comprehensive health & wellness coverage

* 401(k) with company match

* Paid time off + 8 paid holidays

* Tuition reimbursement

* Employee Assistance Program

* Leadership & learning programs

* Colleague Resource Groups & volunteer opportunities