Senior Trainer, 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, accessories and home decor from 700+ 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 Team:

The CX Training department is responsible for making sure our customers have flawless interactions with our agents every single time. We ensure that all of our agents are adhering to the highest standards of quality through a thorough onboarding process, continuous ongoing training, partnered with a Quality Development team. 

About the Job:

As the CX Senior Trainer you are responsible for the initial and ongoing development for all members of CX. You will be empowered to help shape the future of this department to ensure that agents are consistently delivering amazing experiences and gaining skills that help them develop into high performing young professionals.

What You'll Do:

• Partner with Senior Manager of Training to conceptualize trainings
• Assist to develop, administer, and continually enhance training content
• Own the end to end experience of both New Hire and ongoing training programs inclusive of development (inclusive of eLearning), scheduling, facilitation, tracking attendance, measuring success, post-training follow-up, delivering feedback to Senior Manager 
• Act as New Hire’s Team Lead (and mentor) during the New Hire Training process; provide in the moment coaching as well as various 1:1 check-ins throughout onboarding
• Assist in aligning communication between training and stakeholders including coordinating training material reviews and compiling material feedback
• Meets bi-weekly with Quality Development Team to discuss QD trends and plot appropriately into Training Calendar
• Owns updates to the trainings when processes change or new processes roll out
• Assist Training Manager with regular reviews of the training materials ensuring accuracy, making updates as needed

Who You Are:

• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.
• You are engaging and charismatic with delivery of training. You are able to present and hold the attention of a training class to keep them interested.You are a Communicator.
• You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.
• You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.
• You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction.
• You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values.

What you need:

• You have proven work experience as a Training Coordinator, Trainer, Training Facilitator or similar (3+ years)
• You have used people management skills to treat NH classes as your team to deliver actionable feedback
• You have experience and are comfortable developing eLearnings (Articulate)
• You have a passion for amazing customer experience 
• You have advanced organizational skills with the ability to handle multiple assignments 
• You are a self-starter with strong attention to detail and sense of urgency 
• You can work autonomously while being a team player 
• You can multitask and be held accountable
• You have strong communication skills
• You are approachable and welcoming
• You have excellent time management
• You have a BA/BS

Please note this is a remote role, however candidates must reside as permanent residents in one of the following states (inter