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Company

Rent The Runway · 2 days ago

Manager, CX Systems, Insights & Programs

United States

Full-time

Remote

Mid, Senior Level

$87K/yr - $95K/yr

4+ years exp

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Responsibilities

Be the first line of defense for in-the-moment issue questions and incidents relating to CX platforms (may require jumping in on the weekends and working holidays).

Act as the main POC within CX across the organization to troubleshoot issues impacting customers and agents.

Find ways to proactively receive feedback from the internal team to proactively alert CX to potential increases in volume.

Oversee projects that focus on the optimization of current tools and manage vendor relationships. Take on additional responsibilities including the implementation of new tools and creating new ways of working to boost customer and agent satisfaction, as well as boost efficiency.

Assist with vendor management and oversee the outsourcing team’s success, including running QBRs will vendors.

Implement new tools, support RFPs and manage parts of the CX contract processes.

Be an expert in CX industry tooling and analytics. See demos, suggest solutions and propose as needed to leadership during planning processes.

Build out future system improvements internally in partnership with CX leadership, Engineering and Product.

Build out the VOC space in CX using both quantitative and qualitative data to drive improvements to the customer experience.

Find creative ways to listen to the customer and internal team’s feedback. Surface those trends upward and create new customer listening programs.

Own the post-launch feedback loop for broader company initiatives to ensure future smooth launches with CX impact taken into consideration. Create documents to summarize the learnings to share across the organization.

Meet regularly with cross-functional partners to share trends & reduce customer friction. Hold these partners accountable to Product improvements that benefit the customer.

Do regular audits for contacts, churn reasons, CSAT, Quality, NPS and social to identify daily, weekly, monthly trends for the entire CX org and RTR business, always providing rich insights.

Work in hand with the Senior Manager, CX Quality, Systems & Programs and other members of leadership to improve and launch new support programs, including optimizing labor, proactive communication and reactivation initiatives.

Manage potential future direct report(s) to help with auditing, opening tickets and systems administration.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer ExperienceCX platformsProject ManagementVendor ManagementData AnalysisZendeskKustomerGladlyCX MetricsSQLLookerVoice of the CustomerPeople ManagementRelationship Building

Required

4+ years of Customer Experience industry experience

You have a background in optimizing tools, such as Zendesk, Kustomer, Gladly

You are highly analytical, detail-oriented and comfortable telling stories through data

Familiar with CX metrics, such as a CSAT, contacts per hour, wait time, first contact resolution, etc.

Experience managing projects and overseeing large scale initiatives

Excellent communication skills and are comfortable speaking with leadership and executives

You create thoughtful, genuine relationships across the organization

You have the ability to work independently, exercise good judgment, adapt quickly and prioritize in a fast-paced environment

You have a bias towards action: takes initiative, anticipates next steps and sets high standards in all they do

Preferred

SQL and Looker experience not required, but preferred

Experience gathering and sharing insights to the greater organization in creative ways

Experience with voice of the customer work preferred, but not required

Experience managing people is preferred, but not required

Benefits

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!