Manager of CX BPO, WFM & Programs, Rent the Runway
$87.2-109k
1 day a week in office
Women's clothing subscription service
Open for applications
Women's clothing subscription service
1001+ employees
Open for applications
$87.2-109k
1 day a week in office
1001+ employees
Company mission
Rent the Runway's mission is to power women to feel their best every day.
Role
Who you are
- You have 4+ years of management experience in a service-oriented environment or equivalent, including overseeing BPO organizations with 30+ agents and experience owning workforce management and labor planning
- You have proven experience with CRM applications (Zendesk, Gladly, Kustomer, etc.) 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 have a strong business acumen
- You are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change with a positive attitude
- 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 previous experience in project management, driving large scale changes
What the job involves
- As the Manager, CX BPO, WFM & Programs, you are responsible for ensuring the high caliber of work and service across the onshore Customer Experience team and our offshore partners
- You also oversee workforce management (WFM) for our onshore and offshore teams, ensuring that both teams are scheduled in an optimized way and efficiently providing excellent customer service
- This role is expected to work four week days and one weekend day, which will be determined in the interview process. Remote eligible, but hybrid preferred if local to the NYC area going into the Brooklyn, NY office 1x/week
- Own our BPO program and act as the main point of contact, ensuring seamless alignment between internal and outsourced team
- Maintain the highest level of service by monitoring and reporting against key metrics (SLAs, contacts per hour, quality scores, CSAT, etc.) and partnering with stakeholders and cross-functional teams to drive performance improvements and implement process updates
- Act as a subject matter expert on all things RTR
- Leverage operational insights, best practices, and reporting to identify gaps, draw out themes/trends to drive continuous improvement across our total operation
- Travel as needed to outsourcing site(s), estimated 2-3 times a year
- Partner with CSMs and BPO leadership to make improvements
- Join weekly, monthly and quarterly business reviews and workforce management calls
- Support workforce management (WFM) for onshore and offshore organizations to ensure accurate labor planning, forecasting and more, which optimize and reduce CX costs
- Identify gaps where we’re over and under, finding creative ways to adjust shifts
- Ensure agents are where they are scheduled to be, ensuring accountability and adherence
- Oversee the scheduling creation for the onshore organization and partner with the offshore organization to supplement accordingly
- Support Sr. Leadership with the rest of the CX initiatives as needed
- Support additional programs, projects and key results that improve the customer experience and drive retention and growth
- Support the success of the onshore department by answering questions, monitoring adherence and more
- Support and assist with the implementation of AI tools
Our take
Rent the Runway seeks to profit from two important trends in apparel consumption: wanting to stay on top of the latest fashion trends while living and purchasing sustainably. By providing a platform for women to rent designer pieces, its users can have it all.
The company allows users to rent, subscribe, or buy designer apparel and accessories. It achieves this with its network of partnerships with hundreds of top designers and managing the crucial but complicated logistics in-house. It offers its partnered brands sophisticated analytics about potential customers in return for lower prices on designer garments.
Rent the Runway is now focused on diversifying revenue streams while reducing its costs. Its recent partnership with Amazon is an example of this new direction: while it will use this channel to sell clothes previously rented through its platform, it will, for the first time, be selling new clothes based on rental items modified in line with market data.
While moves such as this may well shift Rent the Runway towards profitability, it also risks undercutting the company's central message of sustainability and supporting the circular economy. The company believes that by creating better quality clothing, it will nonetheless be aiding in the fight against fast fashion. Time will tell if this move helps or hinders the sustainability movement, but it is likely to boost Rent the Runway's bottom line regardless.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2020
$80m
SERIES G
Mar 2019
$125m
SERIES F
Total funding: $401.2m
Company benefits
- Generous Paid Time Off including annual leave, 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
- Exclusive employee subscription and rental discounts
- 401k match
- Work from home opportunities
- Comprehensive health, dental care and dependents care from day 1 of employment - Your health comes first and we’ve got you covered.
- Competitive Stakeholder Pension - taking care of your future
- Company wide events and outings - our team spirit is no joke - we know how to have fun!
- Hybrid Work - our corporate employees have the option to work remotely 3 days a week, in accordance with Company policies
Company HQ
Hudson Square, New York, NY
Leadership
Jennifer Hyman
(Co-Founder, CEO & Chairman of the Board)Prior to Rent the Runway, was director of business development at IMG where she focused on the creation of new media businesses for IMG's fashion division.
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