Manager, CX BPO, WFM & Programs

About the role

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." 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.

Responsibilities

• 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 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

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