Merchandising Operations and Support Analyst

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 Analyst, Merchant Operations Support serves as a subject matter expert in Private Brand systems and the end-to-end product development process, leveraging expertise to support users across both existing and new merchandising processes and systems enterprise-wide. The analyst prioritizes work based on impact and urgency, escalating issues to appropriate partners when necessary for resolution. They identify inefficiencies and recommend solutions to optimize processes for both short- and long-term needs. Through a combination of on-the-job training, self-directed learning, and coaching from managers, the analyst builds critical thinking and analytical skills. They collaborate with management and cross-functional teams to proactively address potential issues, recommend training opportunities, and propose future system enhancements. The analyst applies sound judgment and problem-solving skills to deliver well-reasoned recommendations to management. As a key partner to the product development and Macy's technology teams, the analyst plays a critical role in building and executing the future roadmap for merchandising systems and tools.

What You Will Do

• Provide frontline customer systems support to the Private Brand community via ServiceNow by analyzing and evaluating issues and effectively communicating resolutions to users.
• Demonstrate a basic understanding of current and future-state processes and systems, including but not limited to:
  
  
  
  • Private Brand systems (PLM, OMS, FedBrands, PB Reporting)
  • Assortment Planning tools (NuORDER, Affinity)
  • Product attributes (FACET)
  • Order Management systems (a3, BUY, ORV)
  • Retail Catalyst
  
  
• Support user meetings, function-specific workshops, and system training sessions.
• Standardize and document support requests and solutions, identifying each request as a system issue, learning opportunity, or change management opportunity.
• Resolve merchant issues quickly and effectively while maintaining a high standard of quality.
• Collaborate with MTech and the Implementation team to address learning opportunities and system gaps.
• Partner with the Product team on system enhancements identified through the support process.
• Recommend changes to implementation and support approaches to increase adoption, learning, and effective use of tools and processes.
• Assist in the testing, training, and rollout of new processes and systems.
• Demonstrate flexibility and a willingness to quickly learn and support additional systems or processes as needed.
• Deliver world-class customer service with a strong focus on hospitality.
• 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

Subject Matter Expertise - Deep knowledge of Private Brand systems and end-to-end product development processes, with strong familiarity in merchandise planning, assortment planning and analytics, product attributes, order management, reporting, and vendor chargebacks.

Customer Support & Communication - Excellent written and verbal communication skills with the ability to clearly explain technical information to users of varying levels across multiple locations and business areas.

Analytical & Critical Thinking - Strong problem-solving skills to analyze issues, identify inefficiencies, and recommend effective solutions for process optimization and system enhancements.

Systems Proficiency - Experience with key retail systems such as PLM, OMS, FedBrands, NuORDER, FACET, a3, BUY, ORV, Retail Catalyst, and familiarity with tools like Jira and SharePoint.

Process Documentation & Standardization - Ability to standardize, document, and categorize support requests to distinguish system issues, learning needs, or change management opportunities.

Collaboration & Partnership - Skilled at working cross-functionally with management, MTech, Implementation, and Product teams to address gaps, improve training, and support roadmap execution.

Adaptability & Learning Agility - Quick learner with strong attention to detail, able to flexibly support new systems and processes in a fast-paced, team-oriented environment.

Organizational & Prioritization Skills - Ability to manage workload by prioritizing impactful and time-sensitive issues while escalating appropriately.

Confidence & Executive Interaction - Comfortable engaging with executive stakeholders to communicate issues, solutions, and recommendations effectively.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 1-3 years of relevant experience; experience with processes, systems, and tools in a retail setting a plus.
• 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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