Manager, CX Systems, Insights & Programs

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 Job:

As an Manager, CX Systems, Insights & Programs you will support the broader CX organization to ensure that the entire team has the tools, programs and insights needed to deliver a best-in-class and cost-effective customer experience. Your focus will be on configuration, troubleshooting, insights, project management and reporting. This role requires detail oriented focus to improve the overall customer experience by supporting our CX Team and our partners. You will identify problems, create solutions, and efficiently communicate interdepartmentally as the expert in our systems and customer feedback.

What You’ll Do: 

• Be the first line of defense for in-the-moment issue questions and incidents relating to CX platforms (may require jumping in on the weekends and working holidays). 
• Act as the main POC within CX across the organization to troubleshoot issues impacting customers and agents. 
• Find ways to proactively receive feedback from the internal team to proactively alert CX to potential increases in volume.
• Oversee projects that focus on the optimization of current tools and manage vendor relationships. Take on additional responsibilities including the implementation of new tools and creating new ways of working to boost customer and agent satisfaction, as well as boost efficiency. 
• Assist with vendor management and oversee the outsourcing team’s success, including running QBRs will vendors.
• Implement new tools, support RFPs and manage parts of the CX contract processes. 
• Be an expert in CX industry tooling and analytics. See demos, suggest solutions and propose as needed to leadership during planning processes.
• Build out future system improvements internally in partnership with CX leadership, Engineering and Product. 
• Build out the VOC space in CX using both quantitative and qualitative data to drive improvements to the customer experience.
  • Find creative ways to listen to the customer and internal team’s feedback. Surface those trends upward and create new customer listening programs.
• Own the post-launch feedback loop for broader company initiatives to ensure future smooth launches with CX impact taken into consideration. Create documents to summarize the learnings to share across the organization.
• Meet regularly with cross-functional partners to share trends & reduce customer friction. Hold these partners accountable to Product improvements that benefit the customer. 
• Do regular audits for contacts, churn reasons, CSAT, Quality, NPS and social to identify daily, weekly, monthly trends for the entire CX org and RTR business, always providing rich insights.
• Work in hand with the Senior Manager, CX Quality, Systems & Programs and other members of leadership to improve and launch new  support programs, including optimizing labor, proactive communication and reactivation initiatives.
• Manage potential future direct report(s) to help with auditing, opening tickets and systems administration.

About You:

• 4+ years of Customer Experience industry experience
• You have a background in optimizing tools, such as Zendesk, Kustomer, Gladly
• You are highly analytical, detail-oriented and comfortable telling stories through data
• SQL and Looker experience not required, but preferred
• Familiar with CX metrics, such as a CSAT, contacts per hour, wait time, first contact resolution, etc.
• Experience managing projects and overseeing large scale initiatives
• Excellent communication skills and are comfortable speaking with leadership and executives
• You create thoughtful, genuine relationships across the organization
• Experience gathering and sharing insights to the greater organization in creative ways
• Experience with voice of the customer work preferred, but not required
• You have the ability to work independently, exercise good judgment, adapt quickly and prioritize in a fast-paced environment
• You have a bias towards action: takes initiative, anticipates next steps and sets high standards in all they do
• Experience managing people is preferred, but not required.

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 - Unplug, recharge, and have some fun!
• Exclusive employee subscription and rental discounts -  to ensure you experience the magic of renting the runway (and give us valued feedback!).
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.
• 401k match - an investment in your future.
• Company wide events and outings - our team spirit is no joke - we know how to have fun!

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 base salary for this position is $87,200 to $109,000. 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.