Manager, CX BPO, WFM & Programs

Rent The Runway

Manager of Customer Experience overseeing BPO programs and workforce management at Rent the Runway. Ensuring high caliber service and performance improvements across teams.

Posted 5/11/2026full-timeBrooklyn • New York • 🇺🇸 United StatesMid-LevelSenior💰 $87,200 - $109,000 per yearWebsite

About the role

Key responsibilities & impact

Own our BPO program and act as the main point of contact, ensuring seamless alignment between internal and outsourced team
Maintain the highest level of service by monitoring and reporting against key metrics (SLAs, contacts per hour, quality scores, CSAT, etc.) and partnering with stakeholders and cross-functional teams to drive performance improvements and implement process updates
Leverage operational insights, best practices, and reporting to identify gaps, draw out themes/trends to drive continuous improvement across our total operation
Travel as needed to outsourcing site(s), estimated 2-3 times a year
Partner with CSMs and BPO leadership to make improvements
Join weekly, monthly and quarterly business reviews and workforce management calls.
Support workforce management (WFM) for onshore and offshore organizations to ensure accurate labor planning, forecasting and more, which optimize and reduce CX costs.
Identify gaps where we’re over and under, finding creative ways to adjust shifts
Ensure agents are where they are scheduled to be, ensuring accountability and adherence
Oversee the scheduling creation for the onshore organization and partner with the offshore organization to supplement accordingly
Support Sr. Leadership with the rest of the CX initiatives as needed
Support additional programs, projects and key results that improve the customer experience and drive retention and growth
Support the success of the onshore department by answering questions, monitoring adherence and more
Support and assist with the implementation of AI tools

Requirements

What you’ll need

You have 4+ years of management experience in a service-oriented environment or equivalent, including overseeing BPO organizations with 30+ agents and experience owning workforce management and labor planning
You have proven experience with CRM applications (Zendesk, Gladly, Kustomer, etc.) and leveraging technology to optimize customer experience operations
You have a passion for continuous improvement, data-driven decision making, ongoing learning, and testing new ideas. You have a strong business acumen.
You are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change with a positive attitude
You’re an excellent communicator, across all levels and mediums
You love motivating and inspiring a team to work towards a common goal
You have previous experience in project management, driving large scale changes.

Benefits

Comp & perks

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.
401(k) match - an investment in your future.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementlabor planningdata-driven decision makingproject managementperformance improvementcustomer experience optimizationscheduling creationcontinuous improvementmonitoring metricsreporting

Soft Skills

communicationteam motivationadaptabilityleadershipproblem-solvingcollaborationpositive attitudeinspirationaccountabilitybusiness acumen