Senior Supervisor, Member Support Operations

ABOUT THE ROLE

We are looking for a Member Support Sr. Supervisor to join our globally diverse and talented team located in Plano, TX based out of our Plano Headquarters.  The candidate hired into this role will be focused on leading, supporting, and inspiring a diverse group of service and support professionals within our Member Support organization.  The primary focus, day to day for our Member Support team is to provide best in class service and to foster an environment that drives brand loyalty and creates brand ambassadors.  We troubleshoot problems, walk members through features, retain the relationship and help our members to get the most out of their workouts.

This position supports the frontline and requires relationship building to motivate the teams to deliver above-and-beyond experiences to our members to ensure we remain a true Member-driven organization. Coaching is 80% of the role and it is critical that you understand this  entails 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.  

YOUR DAILY IMPACT AT PELOTON

• Provide consistent coaching to your team to deliver on KPIs, metrics, targets & service level commitments. Daily coaching of your team will be critical. 
• Communicate team and organizational goals and objectives. 
• Analyze and define individual and team performance patterns/trends to ensure the level of service provided is in line with predefined standards. 
• Plan for and execute ways to recognize, motivate and create a high level of engagement across the team. 
• Oversee the day to day operations within the Member Support LOB assigning tasks in a way that ensures optimal coverage and efficiency. 
• Actively monitor the channels and projects that your team supports, maintaining focus on high efficiency, accountability for outstanding performance levels, and to provide real-time feedback on opportunities for gap closure.  
• Build, evaluate, and change course as needed while challenging the status quo and recommending improvements.  
• Quickly adapt to changing needs, constructively contribute to business strategies, and support our organization’s evolution.  
• Work well under pressure, effectively balance multiple concurrent demands, and appropriately prioritize responsibilities.  
• Collaborate effectively on large-scale/high visibility projects with staff across different departments throughout the organization. 
• Provide support to our executive team and other senior leaders with complex organizational responsibilities serving as a primary point of contact and liaison between their team, Member Support, and Member Support.  
• Independently complete assigned non-routine tasks to meet goals, which may require working with and/or being a part of a cross-functional team.   

YOU BRING TO PELOTON

• 3+ years of leadership experience in a medium to large call center environment 
• Excellent written and verbal communication skills
• High level of professionalism with previous experience interacting with high level executives 
• Proven experience with performance management and developing talent 
• Demonstrated critical thinking skills & ability to execute on multiple priorities simultaneously
• Embraces & thrives on change
• Responsive, flexible, adaptable
• Strong analytical skills - able to understand, interpret, and manipulate data & spreadsheets; experience with G-Suite is a plus
• Proven ability to operate with discretion and confidentiality regarding sensitive information.

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