Skills
Workforce Management (WFM)
BPO Operations
Customer Experience (CX) Programs
About the Role
Rent the Runway is seeking a Manager to lead Customer Experience (CX) BPO operations, Workforce Management (WFM), and program execution. You’ll help ensure exceptional customer experiences by aligning people, processes, and performance across contact center and support operations.
Responsibilities
- Own day-to-day oversight of CX BPO operations to support service quality, productivity, and customer outcomes
- Manage WFM planning, forecasting, scheduling, and adherence to meet staffing and SLA goals
- Develop and run CX programs that improve customer experience, operational efficiency, and team performance
- Partner with internal stakeholders to identify gaps, implement improvements, and track results
- Monitor KPIs and reporting to drive continuous improvement across channels and teams
- Ensure compliance with process standards and support an environment of accountability and growth
Requirements
- Experience managing BPO or outsourced customer service operations
- Proven WFM experience including forecasting, scheduling, and performance optimization
- Strong program management skills with the ability to drive cross-functional initiatives
- Comfort working with operational metrics such as SLA, AHT, CSAT/NPS, and adherence
- Excellent communication and leadership skills
Benefits
- Opportunity to join a fast-growing, mission-driven fashion and technology company
- Collaborative team culture focused on continuous improvement
- Health and wellness benefits and other employment perks (details to be shared during the process)
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