Santaland Manager, Herald Square - Full Time (TEMP)

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

Macy’s Santaland Managers report into the Macy’s Santaland Operations Manager and are a key part of the leadership team of Macy’s Santaland.  Managers assist with the pre-season operational and facilities preparations and transition into oversight of the day-to-day operations and customer experience once the attraction is open.  Managers must understand all aspects of the experience, including reservation process and the customer journey.  Managers will support both back-of-house and attraction floor management. Managers will be expected to interface with customers and guests and provide the highest level of customer service at all times.  Support staff and casted characters throughout the attraction will rely on direction from Managers for shifts and position assignments. 

What You Will Do 

• Pre-Season Operational Support:
  • Preparing Santaland attraction and back of house areas for the holiday season. Duties may include maintenance and repairs on holiday tableaus, e.g. laying snow, stringing lights, cleaning/dusting, painting, gluing, fabricating, and installing show elements, utilizing power tools and art supplies. ,
• Customer Service and Understanding the Customer Journey:
  • Responsible for becoming an expert on the customer journey in order to provide the highest level of customer service: maintain expert understanding of the guest reservation platform and have an innate ability to support customers with making reservations, answering questions about the reservation platform, and troubleshooting issues
  • Demonstrated experience in responsibly de-escalating and managing through employee relations issues, as well as customer disputes and/or concerns.
  • Ability to manage through challenges with the utmost discretion, and an understanding of legal and ethical obligations to colleagues and the company.
  • Interface with guests and address special needs and/or concerns; report to situations that have been escalated from staff on the attraction floor during show hours
  •  
• Attraction and Staff Management:
  • Develop expert understanding of the customer journey throughout the attraction and what each scene entails from set pieces, to casted characters, and scripted components—address any issues and deploy staff as needed
  • Work with Operations Manager to develop and lead staff trainings on the attraction and various staff positions throughout 
  • Daily deployment of staff and staff management
  • Facility maintenance of attraction and BOH areas throughout the operating season
  • Ensure safety guidelines are being adhered to at Santaland and on location.
  • Provide feedback and direction to staff both on their performance and on operational functions 
  • Manage crowd control plans and support with execution of those plans as needed throughout the season
  • Work along side diverse team and be a team player

Skills You Will Need: 

Communication Skills:

• Knowledge of a second language helpful but not required
• Strong interpersonal, written and verbal communication skills
• Must be able to stay calm under pressure and problem solve in a dynamic environment

Mathematical Skills:

• Basic math functions such as addition, subtraction, multiplication and division

Reasoning Ability: 

• Must have the ability to work independently with minimal supervision
• Must be able to multitask in a fast-paced environment
• Present a professional image consistent with Macy's brand values

Other Skills:

• Customer service experience
• Basic computer skills
• Knowledge of lighting and sound systems preferred
• Experience creating/implementing training curriculum preferred

Who You Are

Education/Experience:

• Bachelor’s degree preferred
• Experience with employee relations preferred
• Experience leading teams of varying size 
• Operations experience (preferably in entertainment, theater, or production, but not required)
• Event execution and/or management experience
• Experience managing schedules and timelines
• Experience training others in the skills required for their positions
• Crowd control experience

Physical Demands:

• Ability to lift at minimum 40 pounds
• Heavy lifting and getting dirty should be expected in this position. 

Work Hours:

• As part of the seasonal schedule, all Santaland Managers are expected to work on Thanksgiving Day, Black Friday, Christmas Eve, as well as all weekends from Thanksgiving to Christmas.

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.  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

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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