ABOUT THE ROLE
We are looking for a Member Support Operations Manager to join our globally diverse and talented team based in Plano, TX working from our Peloton Plano Headquarters. This is a critical role for our Global Member Support organization with primary responsibility for leading Peloton’s Member Support Operations day-to-day to ensure a consistent and exceptional on-brand experience for our Members throughout their journey. Your focus will be on driving operational excellence and efficiency, creating an exceptional and cohesive Member experience across all touchpoints, and effectively managing and motivating the Member Support team. Peloton is evolving all the time, and our Community of Members look to us as the experts to offer guidance in an empathetic, authentic and direct way. We troubleshoot problems, walk Members through features, and help our Members to get the most out of their workouts and all that Peloton has to offer.
This position must maintain productive relationships with internal/external team members and collaborate cross-functionally with our business partners. They will deploy tailored engagement and retention efforts to drive usage and minimize churn and provide personalized and elevated support for our members whenever they need assistance to ensure a seamless and elevated Member Experience. This includes, but is not limited to building and implementing action plans based on KPI, metrics, and targets that have been established. We are global and available for our members 7 days a week between 6am-9pm in our Global Member’s local timezone. There may be travel involved in this role, up to 25%, to collaborate with different teams, attend meetings and events, and engage in strategic initiatives.
YOUR DAILY IMPACT AT PELOTON
YOU BRING TO PELOTON
The above job description is General outline of responsibilities and qualifications and maybe subject to change based on the needs of Peloton and the specific requirements of the role
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ABOUT PELOTON:
Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.
At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.
Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: [email protected]
Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address.
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