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Director, CX Operations

Company: Rent The Runway
Location: Trenton
Posted on: September 14, 2020

Job Description:

Rent the Runway is transforming the way modern women get dressed and disrupting the $2.4 trillion global fashion industry by enabling women to rent, versus buy, clothing. Founded in 2009 with a vision to build the world’s first living closet, RTR believes that women everywhere will soon have a subscription to fashion. Rent the Runway has pioneered a new industry by transforming the traditional model of clothing consumption, making apparel rental an indispensable utility while also powering women to feel their best every day. RTR offers apparel, accessories and home decor from over 650 designer 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, Rent the Runway 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. RTR has 11 million community members and employs nearly 1,800 people, all of whom have equal benefits across the organization, 93% of whom are female and/or non-white, with 80% of leaders who are women.

About the Team:

Customer Experience lives and breathes our mission of empowering our customers to feel amazing. We've been called fit gurus, personal stylists, shipping virtuosos, and 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 and has a major impact on our continued success.

About the Job: As the Director, Customer Experience Operations, you will oversee three teams: CX Operations, Billing and Claims Teams, managing an organization of leaders and 30 associates. Your primary focus will be to lead, develop and motivate the team to deliver exceptional customer experiences by streamlining back end processes and troubleshooting system issues. In addition to running the daily operations for your team, you will partner with other members of the CX leadership team and other RTR stakeholders to build a best-in-class experience for both our customers and our employees. You will identify problems, create solutions, and efficiently communicate interdepartmentally as the expert in our CX systems.

What You’ll Do:

Works cross functionally with departments including Operations, Product, Marketing, Engineering, etc.

Launch targeted outbound campaigns to build customer engagement and loyalty

Partner closely with product to inform the customer experience roadmap

Scale CX systems to drive efficiencies

Organize and facilitate RFPs with 3rd party partners

Manage the recovery portion of the business including late fees, chargebacks and fraud

Develop a deep understanding of our team performance metrics and demonstrate the ability to speak to the numbers and add context

Establish a regular operating cadence with your team to communicate information, provide coaching, develop camaraderie, and share team performance

Ensure we can deliver on SLAs and deliver on CSAT targets; communicate any barriers and potential solutions

Regularly communicate team performance metrics and development areas

Promote positive employee engagement and reinforce the RTR culture

About You:

You have 7+ years of management experience in a service-oriented environment or equivalent, including building out teams and supervising organizations of supervisors and 30+ associates

You have proven experience with CRM applications 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 are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change

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 experience managing teams virtually and keeping associates engaged

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

Generous 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!.

Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.

Industry leading 401k match - an investment in your future.

Rent the Runway is an Equal Opportunity Employer. Rent the Runway does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Rent the Runway are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary . Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Please select Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability Why are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

Autism

Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

Blind or low vision

Cancer

Cardiovascular or heart disease

Celiac disease

Cerebral palsy

Deaf or hard of hearing

Depression or anxiety

Diabetes

Epilepsy

Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome

Intellectual disability

Missing limbs or partially missing limbs

Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)

Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

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Keywords: Rent The Runway, Trenton , Director, CX Operations, Other , Trenton, New Jersey

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