Rent The Runway · 2 weeks ago
Senior Manager, Customer Experience
Brooklyn, NY
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $120K/yr
7+ years expRent the Runway (RTR) is transforming the fashion industry with its innovative Closet in the Cloud. As the Senior Manager of Customer Experience, you will lead and develop a team of over 50 associates to ensure exceptional customer experiences across various communication channels, while collaborating with leadership to optimize operations and drive performance metrics.
ApparelConsumer GoodsE-CommerceFashionRetail
Responsibilities
Manage and develop a group of Team Leads; speak to metrics confidently and clearly, and build a high performing team that directly manages hourly agents and coordinators
Own the success of the department’s performance metrics, including SLAs, CSAT, Quality, save rate, handle times, first contact resolution, availability, etc.; communicate any barriers and drive potential solutions
Lead internal projects, strategies and key results with a sense of urgency that help optimize the customer experience
Comfortably identify and speak to all things voice of the customer, using data to highlight opportunities for the business and vendors; be able to identify customer pain points and speak upward management and cross-functional partners
Support team with inbound and outbound CX initiatives that drive retention and growth, such as outbound calling campaigns to winback subscribers at risk for churning
Establish a regular operating cadence with your team to communicate information, provide coaching, develop camaraderie, and share team performance
Support and partner with the Sr. Leadership to drive the BPO program’s success
Own workforce management, ensuring efficiencies, optimized scheduling and cost savings
Partner with recruiting to bring in new talent, including both Team Leads and agents
Promote positive employee engagement and reinforce the RTR culture
Support with overseeing nights, holidays and weekend shifts as needed
Qualification
Required
7+ years of management experience in a service-oriented environment or equivalent, including building out teams and supervising organizations of supervisors and 50+ associates
Proven experience with CRM applications (Zendesk, Gladly, Kustomer, etc.) and leveraging technology to optimize customer experience operations
A passion for continuous improvement, data-driven decision making, ongoing learning, and testing new ideas
Strong business acumen
Comfortable adapting to rapidly shifting goals/priorities and navigating teams through change with a positive attitude
Excellent communicator, across all levels and mediums
Ability to motivate and inspire a team to work towards a common goal
Experience managing teams virtually and keeping associates engaged
Previous experience in project management, driving large scale changes
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!
Office centric work - our corporate employees and technical leaders have the option to work remotely on Fridays, in accordance with Company policies.
Company
Rent The Runway
Rent the Runway is an online e-commerce website that allows women to rent designer apparel and accessories.
501-1000 employees
H1B Sponsorship
Rent The Runway has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (6)
2023 (5)
2022 (4)
2021 (16)
2020 (11)
Funding
Current Stage
Public CompanyTotal Funding
$658.65MKey Investors
Ares ManagementSuRo CapitalTemasek Holdings
2025-10-28Post Ipo Equity· $12.5M
2025-08-21Post Ipo Equity· $20M
2021-10-27IPO
Leadership Team
Jennifer Hyman
Co-Founder & Chief Executive Officer
Jennifer Fleiss
Co-Founder & Board Member
Recent News
2025-12-18
2025-12-13
2025-12-13
Company data provided by crunchbase