Rent The Runway
Brooklyn, NY (Rent the Runway HQ); Remote
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‑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
Paid Time Off including vacation, paid bereavement, and family sick leave
Universal Paid Parental Leave for both parents + flexible return to work program
Paid Sabbatical after 5 years of continuous service
Exclusive employee subscription and rental discounts
Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment
401k match
Company wide events and outings
Office centric work – our corporate employees and technical leaders have the option to work remotely on Fridays, in accordance with Company policies
Equal Employment Opportunity Statement Rent the Runway is an equal opportunity employer. In 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 hourly rate for this position is $100,000 to $120,000 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.
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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‑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
Paid Time Off including vacation, paid bereavement, and family sick leave
Universal Paid Parental Leave for both parents + flexible return to work program
Paid Sabbatical after 5 years of continuous service
Exclusive employee subscription and rental discounts
Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment
401k match
Company wide events and outings
Office centric work – our corporate employees and technical leaders have the option to work remotely on Fridays, in accordance with Company policies
Equal Employment Opportunity Statement Rent the Runway is an equal opportunity employer. In 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 hourly rate for this position is $100,000 to $120,000 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.
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