Manager, Member Support Operations

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

• Lead and manage the daily operations of the Member Support team to ensure that all interactions align with the Peloton brand and standards.  This involves developing and implementing process improvement strategies to enhance the efficiency and effectiveness of the support operation.  
• Analyze and leverage OKRs (objectives and key results), metrics, and targets to build and execute action plans that drive operational improvements and enhance the Member experience.   
• Drive a culture of performance by clearly communicating goals, organizing to maximize productivity and ensuring that business goals and OKRs are met.
• Provide performance review input and indication of areas of development for team members. 
• Demonstrate an in-depth understanding of Peloton’s products, services, operational policies, processes and methodologies. 
• Apply developed subject matter knowledge to solve common and complex business issues within established guidelines recommending appropriate alternatives to reduce Member effort and friction.
• Work cross functionally with  the People team to recruit and hire new team members, facilitate clear communications on site, and drive team member engagement and retention
• Work closely with internal and external stakeholders to ensure seamless communication and alignment on support-related matters. 
• Exercise independent judgment within generally defined policies and practices to identify and find solutions. 

YOU BRING TO PELOTON

• A team player mentality and Intellectually curious, 3+ years of management experience; and 3+ years experience in a medium to large call center environment 
• People-focused orientation, with experience and a passion for continuous learning, mentorship, performance management, and career development
• A hands-on leader who is willing to do the work while also building the team for the future - action orientation
• Strong analytical skills and deep understanding of contact center operations to make data-driven decisions in order to optimize the various levers of member experience

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

#LI-EV1

Last updated on Aug 28, 2024