Senior Manager, Customer Experience

About Us :

Rent the Runway (RTR) is transforming the way we get dressed by pioneering the worlds first Closet in the Cloud. Founded in 2009 RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion one-time rental or ownership. RTR offers designer apparel and accessories from hundreds of brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hymans leadership RTR has been named to CNBCs Disruptor 50 five times in ten years and has been placed on Fast Companys Most Innovative Companies list multiple times while Hyman herself has been named to the TIME 100 most influential people in the world and as one of People magazines Women Changing the World.

About the Job :

As the Sr. Manager Customer Experience you will oversee a group of Team Leads managing an organization of more than 50 associates. Your primary focus will be to lead develop and motivate the team to deliver exceptional customer experiences across phone chat and addition to running the daily operations for your team you will partner with other members of the CX leadership team to build a best-in-class experience for both our customers and our employees. Youll also serve as an ambassador of Rent the Runway constantly championing our mission and introducing our brand.

What Youll Do :

• Manage and develop a group of Team Leads; speak to metrics confidently and clearly and build a high performing team that directly manages hourly agents and coordinators
• Own the success of the departments performance metrics including SLAs CSAT Quality save rate handle times first contact resolution availability etc.; communicate any barriers and drive potential solutions
• Lead internal projects strategies and key results with a sense of urgency that help optimize the customer experience
• Comfortably identify and speak to all things voice of the customer using data to highlight opportunities for the business and vendors; be able to identify customer pain points and speak upward management and cross-functional partners
• Support team with inbound and outbound CX initiatives that drive retention and growth such as outbound calling campaigns to winback subscribers at risk for churning
• Establish a regular operating cadence with your team to communicate information provide coaching develop camaraderie and share team performance
• Support and partner with the Sr. Leadership to drive the BPO programs success
• Own workforce management ensuring efficiencies optimized scheduling and cost savings
• Partner with recruiting to bring in new talent including both Team Leads and agents
• Promote positive employee engagement and reinforce the RTR culture
• Support with overseeing nights holidays and weekend shifts as needed

About You :

Benefits :

At Rent the Runway were committed to the wellbeing of our employees and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include but are not limited to :

This role is eligible to be on a hybrid schedule in our Brooklyn NY HQ and is also eligible for remote in the following states :

New YorkNew JerseyCaliforniaWashingtonMassachusettsColoradoPennsylvaniaOregonTexasIllinoisArizonaVirginiaFloridaTennessee Kansas

Rent the Runway is an equal opportunity accordance with applicable law we prohibit discrimination against any applicant or employee based on any legally-recognized basis including but not limited to : race color religion sex (including pregnancy lactation childbirth or related medical conditions) sexual orientation gender identity age (40 and over) national origin or ancestry citizenship status physical or mental disability genetic information (including testing and characteristics) veteran status uniformed service member status or any other status protected by federal state or local law.

The anticipated salary for this position is $100000 to $120000 per year. The actual base salary offered will depend on a variety of factors including without limitation the qualifications of the individual applicant for the position years of relevant experience level of education attained certifications or other professional licenses held.

By submitting your application below you agree that you have read and acknowledge Rent the Runways Candidate Privacy Policy found here.

Required Experience :

Senior Manager

Key Skills

Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 100000 - 120000