Manager, Cx Bpo, Wfm & Programs

Rent The Runway

Brooklyn, US
Base: $87,200 to $109,000; bonus/equity: not speci...
**
Oversee bpo program
Monitor key cx metrics
Workforce management for onshore/offshore teams
** Rent the Runway is seeking a Manager for CX BPO, WFM & Programs to oversee customer experience operations, focusing on workforce management for both onshore and offshore teams. The ideal candidate should have management experience in a service-oriented environment, particularly with BPO organizations, and a passion for continuous improvement. The role offers a hybrid work environment with a strong benefits package. **

Job Summary

  • You are responsible for ensuring the high caliber of work and service across the onshore Customer Experience team and our offshore partners.
  • This role is expected to work four week days and one weekend day, which will be determined in the interview process.
  • 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.

Matching Summary

Match Score: 75

** Rent the Runway is seeking a Manager for CX BPO, WFM & Programs to oversee customer experience operations, focusing on workforce management for both onshore and offshore teams. The ideal candidate should have management experience in a service-oriented environment, particularly with BPO organizations, and a passion for continuous improvement. The role offers a hybrid work environment with a strong benefits package. **

Salary

Base: $87,200 to $109,000; Bonus/Equity: Not specified; Benefits: Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment, 401(k) match, Paid Time Off, Universal Paid Parental Leave, Paid Sabbatical after 5 years of continuous service

Skills & Requirements

Must-have

  • Oversee BPO program
  • Monitor key CX metrics
  • Workforce management for onshore/offshore teams
  • Leverage operational insights for improvement
  • Subject matter expert on RTR

Nice-to-have

  • Adapt to shifting priorities
  • Motivate and inspire teams
  • Drive large scale changes

Key Requirements

  • 4+ years management experience in service-oriented environment
  • Experience overseeing BPO organizations with 30+ agents
  • Experience owning workforce management and labor planning
  • Proven experience with CRM applications
  • Experience in project management

Work Rights

Not specified

Tailored Resume

Cover Letter