Rent The Runway · 2 hours ago
Manager, CX BPO, WFM & Programs
Brooklyn, NY (Rent the Runway HQ)
Full-time
Onsite
Mid, Senior Level
$87K/yr - $109K/yr
4+ years expRent the Runway (RTR) is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. As the Manager, CX BPO, WFM & Programs, you are responsible for ensuring high-quality work and service across the onshore Customer Experience team and offshore partners while overseeing workforce management to optimize customer service delivery.
ApparelConsumer GoodsE-CommerceFashionRetail
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 weekly, monthly and quarterly business reviews and workforce management calls
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
Support Sr. Leadership with the rest of the CX initiatives as needed
Support additional programs, projects and key results that improve the customer experience and drive retention and growth
Qualification
Required
4+ years of management experience in a service-oriented environment or equivalent, including overseeing BPO organizations with 30+ agents
Experience owning workforce management and labor planning
Proven experience with CRM applications (Zendesk, Gladly, Kustomer, etc.)
Leveraging technology to optimize customer experience operations
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
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.
401(k) match - an investment in your future.
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
Silicon Republic
2026-01-17
2025-12-18
2025-12-13
Company data provided by crunchbase