Senior Manager, Customer Experience

About Us:

At Rent the Runway, our mission is to make women feel empowered & self-confident every single day by combining best in class technology, logistics, & customer service. Since our launch in 2009, weve developed proprietary technology, a one-of-a-kind reverse logistics operation, stores of the future, a viral brand, relationships with hundreds of fashion designers - & we are passionate about continuing to innovate our customer experience. We have pioneered the closet in the cloud & believe that every person globally will soon have a subscription to fashion. We are proud to be both a profitable & fast-growing business, with 11 million members of our community who believe that rental is the future.

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 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 & motivate the team to deliver exceptional customer experiences across phone, chat & 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 & our employees.  Youll also serve as an ambassador of Rent the Runway, constantly championing our mission & 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 & associates
• Develop a deep understanding of our team performance metrics & demonstrate the ability to speak to the numbers & add context
• Establish a regular operating cadence with your team to communicate information, provide coaching, develop camaraderie, & share team performance
• Work with Team Leads to ensure regular employee feedback & 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 & deliver on CSAT targets; communicate any barriers & potential solutions
• Regularly communicate team performance metrics & development areas
• Promote positive employee engagement & reinforce the RTR culture
• Support with overseeing nights & 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 & supervising organizations of supervisors & 50+ associates
• You have proven experience with CRM applications & leveraging technology to optimize customer experience operations
• You have a passion for continuous improvement, data-driven decision making, ongoing learning, & testing new ideas
• You are comfortable adapting to rapidly shifting goals/priorities & navigating teams through change
• Youre an excellent communicator, across all levels & mediums
• You love motivating & inspiring a team to work towards a common goal
• You have experience managing teams virtually & keeping associates engaged 

Benefits:

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

• Generous 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!
• Comprehensive health, vision, dental, FSA & dependent care from day 1 of employment - Your health comes first & weve got you covered.
• Industry leading 401k match - an investment in your future.
• And most importantly - working with a great team!

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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.