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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 Sr.Manager, Seller Onboarding & Operations leads the end-to-end seller onboarding function for Macy's Marketplace, overseeing pipeline management, partner enablement, systems integration coordination, Salesforce administration, and offshore team operations. This role drives operational excellence across the full onboarding lifecycle - from seller sign-through to go-live - while building the systems, tooling, and partner relationships that enable the Marketplace to scale. The role sits at the intersection of operations, technology, and seller experience, requiring a leader who can manage a distributed team, own vendor and partner relationships, coordinate systems integrations, communicate complex processes clearly to external partners, and leverage Salesforce to drive pipeline visibility and operational reporting. What You Will Do
Onboarding Operations & Pipeline Management
- Own the seller onboarding pipeline from intake through go-live, managing volume across all seller segments (Small/Medium, Large/Enterprise, Direct API)
- Refine onboarding workflows, milestone tracking, and case structures to improve time-to-onboard and seller readiness at launch
- Monitor pipeline health through weekly reviews, identifying and resolving blockers to maintain target case velocity
- Establish and report on KPIs including time-to-onboard, pipeline status distribution, milestone compliance, and GMV onboarded
- Partner with Business Development, Seller Success, and Integration teams to ensure smooth handoffs and cross-functional alignment
Seller Relationship Management & Partner Enablement
- Own the seller experience throughout the onboarding journey, serving as the primary operational point of contact for escalations and process guidance
- Communicate marketplace requirements, platform processes, and compliance standards clearly to external seller partners in a B2B context
- Drive improvements in seller satisfaction metrics (CSAT) related to responsiveness, documentation clarity, and onboarding experience
- Partner with the Seller Learning lead to shape enablement strategy, identify knowledge gaps, develop training materials, and proactively build resources that improve seller readiness
- Manage self-service resources and knowledge base content to enable sellers to resolve common questions independently
Team Leadership & Vendor Management
- Lead a team of 5 onshore direct reports
- Manage the offshore BPO partnership (10 agents), including contract ownership, quality oversight, capacity planning, and retention programs
- Conduct skill-gap assessments and create individual development plans for direct reports
- Build cross-training coverage to eliminate single points of failure across categories and functions
- Foster a culture of ownership, accountability, and continuous improvement
Systems Integration & Platform Coordination
- Coordinate the integration phase of seller onboarding across marketplace platform, OMS, WMS, and payment systems
- Partner with Product and Engineering teams on platform requirements, feature prioritization, and systems integration needs
- Support seller integrations via channel partners, feed aggregators, and direct API connections, ensuring data quality and operational readiness
- Help drive the channel partnership program - managing relationships with integration partners, monitoring partner performance, and advocating for improvements that benefit seller experience
- Support platform migration efforts, including process adaptation, documentation updates, and seller communication
- Maintain working knowledge of integration methods (API, EDI, feed-based) to effectively triage issues and collaborate with technical teams; primary integration method is API, but familiarity with alternative methods supports partner and seller conversations
Salesforce Administration & Development
- Serve as the business owner for Salesforce within the onboarding function, managing configuration, workflows, and reporting
- Lead the relationship with the Salesforce development partner, owning prioritization of feature requests and enhancement roadmap
- Design and implement CRM improvements including compliance monitoring, progress indicators, and case health dashboards
- Support team captains in identifying feature needs and advocating in prioritization meetings
- Build reporting and dashboards that surface pipeline performance and operational insights to leadership and cross-functional stakeholders
Skills You Will Need Required
- 3-5 years' experience in e-commerce operations, marketplace operations, or seller/partner management
- 3-5 years people management experience, including performance management and team development
- Direct experience with marketplace platforms (Mirakl, Amazon Seller Central, Walmart Marketplace, or similar)
- Experience with catalog management, merchandising systems, or product data operations - understanding of item attribute requirements, category-specific compliance standards, and bulk data workflows
- Experience designing and managing onboarding or enablement programs at scale
- Experience managing vendor or BPO relationships, including quality oversight and contract management
- Exposure to systems integration concepts (API, EDI, feed-based) and ability to collaborate with technical teams on integration workflows
- Familiarity with OMS, WMS, or other e-commerce fulfillment and order management systems
- Working knowledge of Salesforce - reporting, pipeline management, and case workflows; hands-on configuration experience is a plus
- Proficiency with data analysis tools (Excel, SQL, or BI platforms) for operational reporting
- Demonstrated ability to translate operational data into process improvements and strategic recommendations
- Experience with Jira, Confluence, and cross-functional program management
- Experience supporting platform migrations or large-scale change management initiatives
- Exposure to partner development or seller enablement programs in a B2B context
Who You Are
- Positive attitude with a solution-focused mindset
- Strong customer or stakeholder focus
- Ability to translate internal processes and technical requirements into clear guidance for external partners
- Ability to turn feedback into meaningful action
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. DIGITAL00
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Macy's
105,000-175,080
paid time off, paid holidays, tuition reimbursement, 401(k)
Mar 19, 2026