Plano, United States

ABOUT THE ROLE

As a Service Design Manager, Global Member Support Experience, you will lead mid-to-high priority initiatives for our growing support team to ensure a seamless and elevated Member Experience. You will serve as a liaison between Member Support and cross-departmental partners to design processes and work flows to enhance the Member experience. The Global Member Support Experience team is focused on ensuring that Global Member Support is operationally ready for new products, promotions, and services – and our team serves as the voice of Member Support within cross-functional meetings. The ideal candidate will be an innovative, solution-oriented, self-starter with a proven ability to implement high-level, cross-functional initiatives. This person should have a strong business eye, excel at project management and thrive at implementing projects from inception to completion.

YOUR DAILY IMPACT AT PELOTON

Partner with MS leaders and Peloton cross-functional teams to develop the scope for Member Support deliverables, resources, work plan, and timing for new initiative implementation within an initiative; provide status updates and document project notes for the initiative(s) you lead
Improve process, procedures, and associate workflows to create intentional and delightful interactions with our Member Support team ensuring standard work and scalability
Analyze, evaluate, and propose solutions to mitigate project risks and produce update reports for stakeholders
Collaborate with Operations, Sales, Engineering and other cross-functional partners to assess processes are contributing to increasing Member satisfaction and Quality through regular review of Member Support metrics, including CSAT
Assess project strength, identify areas for improvement or initiatives needed within a project , and implement solutions
Implement new projects to support the strategic direction of the organization and assess projects in progress to ensure goals are achieved; Provide status updates and document project notes for the projects(s) your working on
Partner with Content and the Learning and Knowledge Management team to develop necessary resources and training materials to support initiatives
Work with other Service Design team members to identify risks and opportunities across multiple projects within the department
Mentor teammates by sharing best practices amongst the team

YOU BRING TO PELOTON

5+ years of experience with process design, quality assurance, management consulting, corporate strategy or business operations in a customer service role
Experience working on initiatives with multiple work streams and diverse stakeholder teams
Skilled at operating effectively in a rapidly changing, problem-solving oriented environment that requires analytic and qualitative skills
Strong communication and presentation skills with a diverse set of business and technical stakeholders
Bias for action to move quickly and take ownership of initiatives through completion
Self-awareness and openness to feedback from all levels of the organization
Risk management, standards and policies formulation experience preferred

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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.

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email [email protected] before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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