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Senior Manager, Training and Quality

peloton · 15 days ago
$106k+
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Full-time
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ABOUT THE ROLE

Peloton is searching for a Senior Manager, Training and Quality Assurance to join our Member Support team in our Plano, TX office. In this role, you will be responsible for managing our internal Training and Quality Assurance teams, overseeing elements of the learning environment and quality assurance program for a distributed team of Member-facing associates at both inhouse and outsourced locations. You will help strategize, design, build, and implement an extensive knowledge management capability using standard methodologies in tools and processes specifically for an environment of rapid change. Central to this role is the mission of creating a cohesivity between training and quality that has a measurable impact on the Peloton member. This role is built for a leader who thrives on problem solving, change management, and who can strategically communicate at both the executive and associate levels of the business.   

YOUR DAILY IMPACT AT PELOTON

  • Shape and execute the learning and quality assurance strategy for both internal GMS teams and outsourced Business Partners.
  • Responsible for ensuring associate proficiency including but not limited to: New hire training and onboarding, ongoing learning and development, curriculum and instructional design, training delivery, and KPI driven measurement and evaluation
  • Design, lead, and implement an innovative, cohesive, learning and development strategy aimed at driving the highest quality and consistency of support across all agents and sites
  • Partner with cross functional teams to address changes in the business support processes and tools in order to build and implement comprehensive learning solutions
  • Coordinate with the People team, operational leaders (inhouse and outsource), and workforce planning to build new hire cohorts, learning needs, and ongoing training schedules that ensure workforce readiness
  • Create a learning roadmap supported by curriculum, content, and a training management system with controls that ensures consistent training across all of our sites while incorporating improvement feedback and ensuring ongoing alignment to changes
  • Create a quarterly, KPI driven analysis to Monitor the effectiveness of our learning and development programs to ensure agent proficiency and create a culture of employee engagement and development
  • Build and refine regularly a Quality program that measures our Quality with complete alignment with our MSAT.
  • Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.

YOU BRING TO PELOTON

  • 5+ years of leadership experience in the quality, learning and knowledge management fields
  • An amazing communicator and highly effective at working across and supporting teams with varied strengths in diverse locations
  • A strategic leader that can drive a vision
  • An experienced professional in the space of large-scale operations especially global contact center environments
  • An innovator who uses data and technology to invent new yet practical and effective learning solutions specific to the environment
  • A Quality leader that can identify and share trends revealed in the Quality process
  • A global manager capable of building and sustaining a dedicated team of both directed and partnered teams reporting across multiple sites and outsource partners
  • Able to prioritize and juggle multiple projects remaining focused on attention to detail
  • A personable and empathetic teammate who’s able to work with a variety of partners
  • Someone who thrives in a fast-paced, self-starter dynamic environment
  • A passion for investing and developing people

#LI-EV1

 

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: applicantaccommodations@onepeloton.com

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 applicantaccommodations@onepeloton.com 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.

Last updated on Jun 5, 2024

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