The Black Tux is reinventing the formalwear rental industry so guys can show up at their best on the days that matter most. The company designs and manufactures modern rental suits and tuxedos that actually fit—made of 100% wool, ordered online, and delivered for free. Using a combination of machine learning, tailor-trained fit specialists, and industry-leading customer service, The Black Tux guarantees a perfect fit every time.

As a Technical Project Manager on the Customer Care team, you will drive an ongoing, iterative improvement process to keep The Black Tux’s Customer Care on the cutting edge. Through the use of data, customer journey mapping, and industry knowledge, you will identify opportunities to improve the customer journey and design creative solutions to take The Black Tux’s Customer Care to the next level. You will deploy software systems, implement workflow and process changes, define a content/self-help strategy, optimize workforce management, assist in the development of a world-class training organization, and deploy automation across the Customer Care organization. 

This is a unique opportunity for an individual with a diverse skill set and wide-ranging experience to drive significant results for The Black Tux and its customers

What You'll Do

• Design creative workflow and technology solutions to increase productivity, reduce customer effort and reduce cost throughout the program
• Collaborate with the Customer Care team to identify and resolve pain points through process optimization and technological advancement
• Perform customer journey analyses to identify and resolve opportunities to reduce customer effort
• Build dashboards and other reports to validate the health of Customer Care operations on an ongoing basis
• Implement a best-in-class customer experience technology stack 
• Maintain and support existing and future customer experience technologies and processes
• Coordinate deployment of processes and technology across all Customer Care teams and assist in the development and improvement of the agent training curriculum
• Collaborate with Product and Sales to identify opportunities across the organization to improve the customer experience
• Empower team members across the business to take ownership of the Black Tux Customer Experience
• Ensuring the scalability of specialty teams while improving recovery and sales opportunities. 

Who You Are

• 5+ years experience in customer experience strategy and/or management
• 2+ years in technology and process implementation or consulting
• Subject Matter Expert in Customer Experience Technologies including Zendesk, Salesforce, telephony, chat, and self-help products
• Experience with all aspects of Customer Experience including Operations, Technology, Analytics, Workforce Management, and Training
• Data visualization skills using tools like GoodData, Tableau, Looker, Mode or similar
• Strong organization skills - project management experience a plus
• Strong written and verbal communication skills
• Previous experience in eCommerce and/or fashion is a plus, but not required

Benefits and perks of working at The Black Tux

• Exciting startup environment
• Weekly catered lunches
• Dog-friendly office
• Complimentary dry cleaning & tailoring services
• Health, dental and vision coverage
• 401(k)
• Paid parking
• Parental leave (non-birthing parents included)
• Open vacation time
• Stocked kitchen & pantry
• Apple equipment or whatever you need to be productive
• Monthly team outings
• Free suit and tuxedo rentals

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.