About the Job:

As a CX Operations Lead, you will represent the CX organization in cross-functional company projects that are led by Product and Subscription. In this role you are knowledgeable about the customer and are a spokesperson for the Rent the Runway experience, while maintaining a pulse on company updates. You’ll participate in all relevant meetings and provide CX feedback, insights and perspective that will help shape roadmaps and allocate resources appropriately. Ultimately, you drive productivity for CX by ensuring projects effectively give our agents and customers gains towards an improved customer experience. 

What You’ll Do:

• Foster a culture of data-driven innovation, using what we know about our customer to enhance the experience
• Anticipate and address roadblocks or bottlenecks with upcoming launches that impact our customer or employee workflows
• Support the voice of the Rent the Runway customer, sharing feedback and advocating for customers with appropriate teams
• Partner closely with stakeholders (CX Management, Training, Product, Marketing) for new product releases, developing both customer and internal communications as needed
• Provide regular progress updates for all projects to both CX management and partners, making recommendations where needed

Who You Are:

• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.
• You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.
• You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.
• You are Dedicated. You are committed to providing a Cinderella Experience for the CX team and our customers. 
• You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values.
• You are Innovative. You are able to create, advocate and implement improvements to current processes for continuous growth of the CX Team.

Job Description 

As a CX Operations Lead, you will be responsible for supporting our customer experience at Rent the Runway through effective customer communication.

The primary function of the CX Operations team is to provide tools and resources that efficiently scale our Customer Experience organization. We’re looking for someone who is both an effective project manager and a brand evangelist, able to quickly pivot from technical communications to customer messaging.

Responsibilities 

• Partner closely with all internal stakeholders (CX Management, Training, Product Marketing) to understand, prepare and pilot campaigns for customer outreach
• project life cycles for customer service team improvements relating to communication and content creation
• Support the growth of customer outreach on alternative channels, ensuring no interaction is left unturned SMS / OUTBOUND
• Create documentation and content for training, FAQs, macros and customer outreach
• Support the voice of the Rent the Runway customer, sharing feedback and advocating for customers with appropriate teams
• Anticipate and address roadblocks or bottlenecks with upcoming launches that impact our customer or employee workflows, preparing CX talking points and customer language
• Provide weekly progress updates for all projects to both CX management and all necessary partners

Qualifications: 

• 3+ years in a customer-centric role, B2C or B2B 
• 1-2 years of project management experience
• BA/BS degree required
• Approaches work with a collaborative mindset and drive to help others succeed
• Proven ability to complete full project cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• Strong communication skills, cross-functionally and to an audience
• Passion for building the brand through incredible customer experiences

Sample Projects Include:

• Promo Communication
• Ensuring promos are clearly articulated to CX
• Build macros or quick reply shortcuts for customer inbound relating to promotions or campaigns
• Macro Management
• Ensure macros are up to date and manage the tracker 
• Upload and edit macros as needed
• FAQ Management
• Ensure FAQ tracker is up to date
• Upload and edit FAQs as needed
• Phone Recordings
• Ensure hold language is up to date, advocating for changes where needed
• Training/QM materials
• Support training and QM teams with content updates for the Hub, New Hire, and ongoing trainings 
• Brand positioning
• Work with Product Marketing to ensure language across CX is updated as we launch middle tier
• Ensure language is changed as we launch partnerships, stores and new verticals
• CX Briefs
• Support CX Ops with briefs for the CX team, ensuring talking points are written and anticipated questions are addressed
• Campaign management
• Own outreach campaign management for segments such as detractors, promoters and dropbox users