Senior Manager, Customer Experience

About Us:

Rent the Runway (RTR)  is transforming the way we get dressed by pioneering the world’s 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 Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s 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 magazine’s “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 email.  In 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.  You’ll also serve as an ambassador of Rent the Runway, constantly championing our mission and introducing our brand. 

What You'll 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 department’s 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 program’s 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:

• You have 7+ years of management experience in a service-oriented environment or equivalent, including building out teams and supervising organizations of supervisors and 50+ associates
• You have proven experience with CRM applications (Zendesk, Gladly, Kustomer, etc.) and leveraging technology to optimize customer experience operations  
• You have a passion for continuous improvement, data-driven decision making, ongoing learning, and testing new ideas. You have a strong business acumen.
• You are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change with a positive attitude
• You’re an excellent communicator, across all levels and mediums
• You love motivating and inspiring a team to work towards a common goal
• You have experience managing teams virtually and keeping associates engaged 
• You have previous experience in project management, driving large scale changes

Benefits:

At Rent the Runway, we’re 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:

• Paid Time Off including vacation, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
• Universal Paid Parental Leave for both parents + flexible return to work program  - because we know your newest family member(s) deserve your undivided attention.
• Paid Sabbatical after 5 years of continuous service - Unp