Events  Deals  Jobs 
    Sign in  
Rent The Runway // designer dresses & accessories rental
Apply To Job

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


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.


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.

Apply To Job
© 2023 GarysGuide      About    Feedback    Press    Terms