Senior Director, CX

Rent The Runway
United StatesWFH / Online
Posted 1 month ago
Full timeAdvertising Services,Internet Publishing,Retail
About Us

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, accessories and home decor from 700+ 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.”

About The Team

Customer Experience lives and breathes our mission of empowering our customers to feel amazing. We've been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice to troubleshooting orders to offering a confidence boost when needed, we're ready to help with anything. Customer Experience is truly the heart of our business and has a major impact on our continued success.

About The Job

Customer Experience is the heart and foundation of Rent the Runway. This team lives our company’s number one core value daily by doing everything they can to deliver “Cinderella experiences” to RTR customers. As the Sr. Director, you will lead a team of customer service experts and work to improve operations in order to maximize efficiency and improve our customer experience. This position will be instrumental in shaping the organizations understanding of customer behavior drivers and will influence business decisions through compelling analyses and insights. We are looking for someone who has led a scaled operation, is highly analytical and entrepreneurial in nature, can develop strong culture for a remote team and someone who gets excited by improving customer service efforts. This position is fully remote.

What You’ll Do

  • Provide leadership to the Customer Experience team by defining team goals, objectives, priorities, and culture
  • Build and implement effective strategies for improving Rent the Runway's customer service, leveraging best practices that best fit our product offering and culture
  • Define metrics & performance standards to measure and track team against
  • Own all components of labor planning
  • Implement effective processes and protocols to monitor and enforce service level agreement, efficiency, productivity, compliance and quality goals
  • Reinforce a culture consistent with Rent the Runway’s Core Value that “Everyone Deserves a Cinderella Experience”
  • Drive team performance while understanding the right balance of high quality customer service and operational efficiency
  • Develop effective customer and department feedback process and partner cross-functionally to share findings and propose solutions designed to minimize costs, enhance efficiencies, and improve customer experience
  • Provide thoughtful leadership and clear communication to the team. Regular formal and informal team communication with a goal of reinforcing team objectives, initiatives, and results, motivating the team to high levels of performance and recognizing exceptional performances
  • Develop and mentor managers and agents, building a culture of excellence

About You

  • At least 10+ years of experience running a scaled operation for hundred of hourly associates
  • Remote experience is a huge plus
  • Passion for customer service and drive to create lasting experiences that are beyond customer expectation
  • Ability to develop aggressive goals and achieve results
  • Experience creating new processes and executing in a constantly changing environment
  • Ability to work cross-functionally to report customer feedback on product and internal tools and present recommendations for change to improve customer experience
  • Strong analytical skills
  • Clear communicator
  • Consistently positive leader even under challenging circumstances
  • Strong people management skills with demonstrated experience creating a culture of collaboration and teamwork
  • Hands-on attitude to get things done, and work relentlessly towards success


At Rent the Runway, we’re committed to the wellbeing of our employees, and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:

  • 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.

Covid-19 Vaccine Requirement

RTR is requiring all US corporate employees to be fully vaccinated for COVID-19 in order to work in person, unless an employee requires a reasonable accommodation for medical or religious reasons. If you believe that you may require an accommodation, please apply for any roles that interest you and if hired, you will receive information on how to request a reasonable accommodation after your start date. RTR will evaluate all such requests in accordance with Company policy and applicable law.

Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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