Senior Manager, CX Strategic Programs

About Us:

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

About the Job:

As the Sr. Manager, CX Strategic Programs, you will be in charge of developing, implementing, and managing customer support initiatives that align with a company's overall objectives. You will oversee a group of Managers and Associates. Your primary focus will be to lead the team to deliver exceptional customer experiences and project manage large programs that drive loyalty, growth and retention. You will help oversee the implementation and expansion of AI within the department. You will partner with other members of the CX leadership team to build a best-in-class experience for both our customers and our employees.

What You'll Do:

• Own the development, implementation and management of inbound and outbound CX strategic initiatives that drive the greater business goals, such as retention and growth
• Identify and execute programs and projects with high urgency and iterate and test new approaches to drive positive return on investment
• Mitigate programming risks, manage change with positivity
• Hire, develop and retain a high performing team, including Managers and Agents, who oversee the day-to-day execution of the programming
• Be a main point of contact for the internal RTR greater organization on all things customer related
• Create meaningful relationships with stakeholders to ensure alignment and execution
• Support Pod framework at RTR to hit company level OKRs
• Present learnings and outcomes to executives, highlighting trends and actions
• Be highly analytical and utilize data to highlight insights, changes and impact to transform the organization and the RTR product
• Support the CX side of the organization through improving efficiencies and output across multiple teams
• Support the AI transformation of the department, as well as the systems/ vendor side of the organization. Support vendor management as needed
• Monitor and manage program budgets

About You:

• Proven project management skills
• Ability to interact and speak with executive leadership teams
• Highly analytical, data analysis (SQL, data visualization tools such as Looker)
• Positive attitude
• Strong business acumen

Benefits:

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

• Paid Time Off including vacation, 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 - Unplug, recharge, and have some fun!
• Exclusive employee subscription and rental discounts - to ensure you experience the magic of renting the runway (and give us valued feedback!).
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.
• 401k match - an investment in your future.
• Company wide events and outings - our team spirit is no joke - we know how to have fun!
• Office centric work - our corporate employees and technical leaders have the option to work remotely on Fridays, in accordance with Company policies.

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.

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The anticipated salary for this position is $100,000 to $120,000 per year. 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.