Manager, CX BPO, WFM & Programs

Rent The Runway; New York (NY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Universal Paid Parental Leave

Paid Sabbatical after 5 years

Employee subscription and rental discounts

Comprehensive health benefits

401(k) match

Job summary

Rent The Runway is seeking a Manager, CX BPO, WFM & Programs to enhance the quality of service in our Customer Experience team. You will manage the BPO program, ensuring seamless coordination and optimal labor planning while driving key performance improvements.

The ideal candidate has 4+ years of management experience in a service-oriented environment, is data-driven, and possesses excellent communication skills. Benefits include paid time off and comprehensive health coverage.

Qualifications

• 4+ years of management experience in a service-oriented environment, overseeing BPO organizations.
• Proven experience with CRM applications and leveraging technology to optimize customer experience operations.
• Strong business acumen and passion for continuous improvement.

Responsibilities

• Own BPO program and ensure alignment between internal and outsourced teams.
• Monitor and report on key metrics and drive performance improvements.
• Act as subject matter expert on RTR and leverage insights for operational excellence.

Skills

Management experience in a service-oriented environment

Experience with CRM applications (e.g., Zendesk)

Data-driven decision making

Excellent communication skills

Experience in project management

Job description

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 and accessories from hundreds of 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 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 will 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. You’ll support the team in the systems and AI space, as well as jumping into supporting the onshore organization, driving improvements with cross‑functional partners and vendors. You’ll lead with data to make decisions. This role is Monday‑Friday, but may require periodically assisting to support our weekend CX schedule during peak periods or to support leadership time off. Remote eligible, but hybrid preferred role, going into the Brooklyn, NY office at least 1x/week.

What You’ll Do

• Own our BPO program and act as the main point of contact, ensuring seamless alignment between internal and outsourced teams
• 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 business reviews and workforce management calls
• Dig into key metrics, such as leakage and freebies, to ensure policy alignment
• Highlight the voice of the customer from our offshore organization
• 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
• Jump in and support the day‑to‑day management of the onshore agents, as needed (ex. during peak periods and absences)
• Support the team with systems issues, resolving outages and incidents cross‑functionally and with vendors.
• Assist with AI workflows and implementations to drive efficiencies
• Assist Sr. Leadership with the rest of the CX initiatives as needed
• Drive additional programs, projects and key results that improve the customer experience and drive retention and growth

About You

• You have 4+ years of management experience in a service‑oriented environment or equivalent, including overseeing BPO organizations with 50+ 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

Benefits

• Paid Time Off, including vacation, paid bereavement, and family sick leave
• Universal Paid Parental Leave for both parents + flexible return to work program
• Paid Sabbatical after 5 years of continuous service
• Exclusive employee subscription and rental discounts
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment
• 401(k) match

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.