About Us:

Rent the Runway (RTR)  is transforming the way we get dressed by pioneering the worlds 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 & 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 & home decor from 700+ brand partners & has built in-house proprietary technology & a one-of-a-kind reverse logistics operation. Under CEO & Co-Founder Jennifer Hymans leadership, RTR has been named to CNBCs Disruptor 50 five times in ten years, & has been placed on Fast Companys Most Innovative Companies list multiple times, while Hyman herself has been named to the TIME 100 most influential people in the world & as one of People magazines Women Changing the World.

About the Team: 

Customer Experience lives & breathes our mission of empowering our customers to feel amazing.  We've been called fit gurus, personal stylists, shipping virtuosos, & 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 & has a major impact on our continued success.

About the Job:

As the Manager of Quality Development, you are responsible for ensuring the high caliber of work & service across the Customer Experience team, setting Quality Development best practices & pushing for continuous improvement. 

In partnership with the Training Team, the Quality Development Team is responsible for making sure every touch point with our customers is flawless - positive, empowering & tailored to our customers unique needs. Through a regular cadence of scoring & coaching, the Quality Development team ensures that all agents are adhering to the highest standards of quality. 

What Youll Do:

• Sets overall Quality Development strategy based on industry standards for the Customer Experience team. Benchmarks goals & performance based on market data. 
• Leads & develops a team of Quality Development Coordinators. 
• Owns & continuously improves Quality Development program for Customer Experience Department. 
• Builds & maintains relationships with managers & subject matter experts across the CX department to identify QD opportunities.

• Ensures proper coaching is delivered (via Team Leads) to efficiently develop agent performance through the Quality Development process.
• Ensures scoring alignment between QDCs.
• Owns ongoing adjustment & upkeep of the Quality Development scorecard, QSDDs & QD SOPs/processes.
• Partners with the Training Team to surface QD trends that dictate what gets plotted into the Training Calendar.
• Surfaces QD trends weekly to CX leadership (CX Operations, CX & Training).
• Researches & keeps current on the latest QD trends, methodology & best practices
• Sources learning partners & maintains relationships with vendors. 
• Pulling, analyzing & making strategic decisions based on data

About you:

• Bachelor's degree or commensurate experience
• 5+ years experience in Quality Development
• Minimum 3 years leadership experience in leading a Quality Development or Training Team
• Experience launching a Quality Tool (sourcing & vendor management) 
• Ability to work independently, multi-task, & manage work with minimal supervision
• Strong Customer Service skills required
• Experience in a start-up environment is a major plus
• Excellent verbal & written communications skills
• Outstanding interpersonal skills; demonstrated influence & excellent communication style
• Must be adaptable in responding quickly & positively to growth of the business
• Analytically sound with experience creating a framework for assessing, measuring & tracking success

Benefits:

At Rent the Runway, were committed to the wellbeing of our employees, & aim to create a workplace that fosters both personal & professional growth. Our inclusive benefits include, but are not limited to:

• Paid Time Off including vacation, paid bereavement, & family sick leave - every employee needs time to take care of themselves & 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, & have some fun!
• Exclusive employee subscription & rental discounts -  to ensure you experience the magic of renting the runway (and give us valued feedback!).
• Comprehensive health, vision, dental, FSA & dependent care from day 1 of employment - Your health comes first & weve got you covered.
• 401k match - an investment in your future.

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.

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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 & over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing & characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.