Manager, CX Systems and Programs Insights

Summary

Join Rent the Runway as a Manager, CX Systems, Insights & Programs to support the broader CX organization in delivering a best-in-class customer experience. As the first line of defense for in-the-moment issue questions and incidents, you will troubleshoot issues impacting customers and agents, oversee projects that focus on the optimization of current tools, and implement new ways of working to boost customer and agent satisfaction.

Requirements

• 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
• SQL and Looker experience not required, but preferred
• 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
• Experience gathering and sharing insights to the greater organization in creative ways
• Experience with voice of the customer work preferred, but not required
• 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

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

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!