Director, Business Administration - 59th St

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. Across all brand touchpoints—from Bloomingdales.com to our newest small store concept, Bloomie’s—everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. 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, while having a lot of fun along the way.

Job Overview

The Director Business Administration (DBA) supports the General Manager and store by leading the essential activities that drive the service experience and administrative processes enabling Bloomingdale’s Stores to run efficiently. Lead bHelpful team to ensure customer experience standards are upheld and executed. Focuses on the recruitment and onboarding activities for new colleagues in partnership with People Leaders and Administrative Support Colleagues (ASC), optimize weekly store schedules, and manage execution of all store administrative functions. Performs other duties as assigned.

The DBA oversees a high volume of customer related and talent acquisition interactions, with approximate annual volume of:

• 7,000+ Customer Surveys and Customer Bill of Rights to address /CBOR management
• 40,000 BOPS/Curbside customer pick-ups
• 1,000+ New Hires processed and onboarded

Direct Reports Total:

• Professional Reports: 3 (1 CEM and 2 Executive Supervisors)
• Total Hourly Reports: 46-50

Essential Functions

• Lead customer experience pyramid inclusive of Customer Experience Manager, Executive Supervisors and team of Customer Service Expeditors, Flagship Brand Ambassadors, International Visitors Center colleagues and Doormen, elevating service level including bHelpful desks, customer support, Curbside, BOPS, Same Day Delivery pick-up, customer returns, bill pay, etc.
• High level of responsiveness to customers in the moment and via customer survey responses with resolution orientation positively impacting Net Promoter Survey metrics. Owns the process of managing our customer surveys and Customer Bill of Rights cases
• Ensure scheduling of Customer Experience Leaders align with most productive business by time. Maximize flexibility of this workgroup throughout the store. Lead functions of hiring process: corresponding with applicants, interviewing, selecting best-in-class talent, and coaching peers in all aspects of hiring. Develop and implement efficiencies to improve process.
• Key stakeholder in the Talent Acquisition process, ensuring job postings are maintained and filled in a timely manner. Drive store recruitment efforts of active and passive candidates.
• Oversee the colleague new hire orientation and onboarding processes as administered by the ASCs to ensure a rapid learning curve, raise engagement of new hires, and lower turnover
• Strategize with and Support Store Leaders on staffing including schedules and workforce solutions to ensure the store is being staffed efficiently, within payroll budget. Achieve Hours Utilization goals
• Act as the key store contact w/ Trade Leaders and Central Business Partners; oversee adoption of technology
• Spearhead leadership team effectiveness including communication, executive schedules, huddles and meetings, philanthropic campaigns and more
• In partnership with Trade Area Business Manager, support storewide communication recognition and engagement

Qualifications and Competencies

• Bachelor's Degree from a 4-year college or university
• 3-5 years related experience
• Proven ability to communicate and share information with diverse groups of customers and peers; values keeping others informed, effectively presenting information in a clear, concise manner
• Ability to draft reports and other written communications and effectively present to management and internal and external business partners, and interpret instructional documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Excellent leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels
• Ability to think creatively, strategically, and technically; effectively planning and executing strategies, adapting quickly to changing priorities; monitoring and maneuvering workflow as needed 
• Resourceful self-starter, works well independently as well as part of a team
• Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays

Essential Physical Requirements

• Requires periods of walking, standing, hearing, talking, reaching with extended arms, crouching  and climbing ladders
• Frequent use of computers and other office equipment
• Requires close vision, color vision, and ability to adjust focus
• Frequently lift/move up to 25lbs.

 

 

This job description is not all inclusive; additionally, Macy’s, Inc. reserves the right to amend this job description at any time. Macy’s, Inc.: including Macy’s, Bloomingdale’s, and Bluemercury: is an equal opportunity employer, committed to a diverse and inclusive work environment.

 

 

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