About Us:
At Rent the Runway, our mission is to make women feel empowered and self-confident every single day by combining best in class technology, logistics, and customer service. Since our launch in 2009, we’ve developed proprietary technology, a one-of-a-kind reverse logistics operation, stores of the future, a viral brand, relationships with hundreds of fashion designers – and we are passionate about continuing to innovate our customer experience. We have pioneered the closet in the cloud and believe that every person globally will soon have a subscription to fashion. We are proud to be both a profitable and fast-growing business, with 11 million members of our community who believe that rental is the future.
About the Team:
Customer Experience lives and breathes our mission of empowering our customers to feel amazing. We’ve been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice to troubleshooting orders to offering a confidence boost when needed, we’re ready to help with anything. Customer Experience is truly the heart of our business and has a major impact on our continued success.
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:
Lead a team of Team Leads supporting 50+ associates to develop a world class customer experience team
Partner with recruiting to bring in new talent, including both Team Leads and associates
Develop a deep understanding of our team performance metrics and demonstrate the ability to speak to the numbers and add context
Establish a regular operating cadence with your team to communicate information, provide coaching, develop camaraderie, and share team performance
Work with Team Leads to ensure regular employee feedback and consistent skill assessment as well as quality monitoring; work with Training & Quality Development team to translate this into learning plans
Ensure we can deliver on SLAs across all channels and deliver on CSAT targets; communicate any barriers and potential solutions
Regularly communicate team performance metrics and development areas
Promote positive employee engagement and reinforce the RTR culture
Support with overseeing nights and weekend shifts as needed
What you need:
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 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 are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change
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
Benefits:
At Rent the Runway, we’re committed to the happiness and well-being of our employees, and aim to create a workplace that fosters both personal and professional growth. Our benefits include, but are not limited to:
Generous 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 – Unplug, recharge, and have some fun!
Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment – Your health comes first and we’ve got you covered.
Industry leading 401k match – an investment in your future.
And most importantly – working with a great team!
The anticipated base salary for this position is $98,800 to $123,500. 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.