Associate Manager, Customer Experience Operations…
Rent the Runway
Greater NYC Area
5 days ago
Coordinate with location management and transportation providers to ensure that each drop-off box in the RTR network is serviced according to schedule in a manner that is reliable, efficient and unobtrusive. This includes scheduling supplemental pickups as needed due to surges in the volume of returns.
Build and lead a team of Dropbox Associates that will provide dropbox network coverage for all hours of operation (9 AM to 9 PM).
Manage correspondence with Drop-off Box and transportation partners, maintaining stellar response and resolution times with all parties; understand how support needs will change as the program scales; work with stakeholders to develop support KPIs; set targets and identify the resources that will be required to monitor and achieve them.
Identify and root cause any issues, and escalate to teams internally to ensure timely solutions.
Monitor compliance by transportation partners with program standards (e.g. pickup timeliness, frequency of shipments, damage, etc.); in case of performance issues, coach partners, document and escalate as appropriate.
Coordinate production and installation of drop-off boxes, across all partners (Fleetwood, TForce consolidation, IT, Creative and more).