About Us:

At Rent the Runway, our mission is to make women feel empowered and self-confident every single day by combining best in class technology, logistics, and customer service. Since our launch in 2009, we’ve developed proprietary technology, a one-of-a-kind reverse logistics operation, stores of the future, a viral brand, relationships with hundreds of fashion designers - and we are passionate about continuing to innovate our customer experience. We have pioneered the closet in the cloud and believe that every person globally will soon have a subscription to fashion. We are proud to be both a profitable and fast-growing business, with 11 million members of our community who believe that rental is the future.

About the Team:

The CX Training team is responsible for making sure our customers have flawless interactions with our agents every single time. We ensure that all of our agents are adhering to the highest standards of quality through a thorough onboarding process and continuous ongoing training, partnered with regular checkpoints with the Quality Development team. 

About the Job:

The Training Manager will consult on, identify and oversee the development and implementation of various training programs as well as individualized talent solutions to increase employee effectiveness. This role will act as a subject matter expert who partners with Customer Experience leadership to implement appropriate solutions, approaches, and methodologies to accelerate employee capabilities. This position is responsible for the delivery and evaluation of employee development and performance-based training. This position provides critical support as it ensures that all customer experience associates are trained and positioned for optimal effectiveness. 

 

What You'll Do:

  • Oversee all aspects of Training ranging from creation to facilitation to measuring success to ensure a successful onboarding and ongoing training experience for every CX team member
  • Consistently re-evaluate and iterate on training processes to maximize effectiveness 
  • Manage and develop a team of Trainers with a variety of experience, providing guidance, coaching, and consistent feedback; observe trainings that are led by Trainers in order to ensure accuracy 
  • Own Training content to ensure it is on-brand, accurate and consistently audited 
  • Post-trainings, evaluate the effectiveness of training through feedback surveys and own the delivery of feedback to senior management
  • Partners with Sr. Manager, Support Operations to identify training tools i.e. Knowledge base, authoring tool (Articulate), etc.

 

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 during each customer interaction.
  • You are Energetic. You are able to lead a room with excitement and keep everyone engaged and excited during each and every meeting or training.
  • 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.

What you need:

  • 3+ years of experience leading a successful training team
  • 3+ years of management experience 
  • Proficiency with Articulate software, specifically designing interactive learning and building software simulations
  • You have proven work experience as a Training Coordinator, Trainer, Training Facilitator 
  • You have excellent project management skills
  • You have a passion for delivering amazing customer experiences
  • You have advanced organizational skills with the ability to handle multiple assignments 
  • You are a self-starter with strong attention to detail and sense of urgency 
  • You can work autonomously while being a team player 
  • You can multitask and be held accountable
  • You have a BA/BS

Benefits:

At Rent the Runway, we’re committed to the happiness and well-being of our employees, and aim to create a workplace that fosters both personal and professional growth. Our benefits include, but are not limited to:

  • Generous 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!
  • Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.
  • Industry leading 401k match - an investment in your future.
  • And most importantly - working with a great team!

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Demographic Questions US

Rent the Runway is committed to ensuring that we attract diverse talent and strengthen our culture of diversity and inclusion.  As an equal opportunity employer, our employment decisions are based on objective qualifications, experience, and ability.  As a result, individuals seeking employment at Rent the Runway are considered without regards to race, color, religion, national origin, age, sex or gender, marital status, national origin or ancestry, disability, veteran status, gender identity or expression, sexual orientation, pregnancy, veteran status, status as a victim of domestic violence or sex offense, reproductive health decision, or any other characteristic protected by applicable law. 

We are asking all applicants to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record keeping, reporting, and other legal requirements.  It will also assist us in measuring our progress against our ongoing D&I initiatives. 

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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