Director Member Support Process + Content at Peloton

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ABOUT THE ROLE

This role reports to the Senior Vice President, Global Member Support, and will focus on leading the Process and Content Teams to optimize the experience for our Members when receiving Support from Peloton. Building the strategy and execution of an improved member journey through improved process flows and the oversight of the design and maintenance of content that enables Peloton’s support. Ensuring process and brand consistency that results in a positive Member and Associate experience.

The individual will be a highly analytical, creative, problem solver who is obsessed with delivering engaging Member experiences. Demonstrates exceptional communication, strong prioritization, collaboration, and project management skills. The role works closely with Global Member Support Operations and BPOs, Training & Quality as well as our cross-functional business partners to roll out business and process updates. Driving Member Satisfaction measured by MSAT and striving to reduce the need to contact support and when a member does’ drive first contact resolution. Finally, this individual will ensure all stakeholders are aware of successes, opportunities, and risks, gathering their insight to advise future operational execution.

YOUR DAILY IMPACT AT PELOTON

Provide day-to-day direction and leadership for the Experience Team regarding prioritization, business process, and policy decisions.
Serve as a visible leader at our Plano, TX or NYHQ facilities, setting an example by demonstrating our core values.
Champion a culture that drives high Associate and Member Satisfaction.
Proactively identify issues with processes, policies, partnership, and technology, and work cross-functionally to implement solutions to improve the Associate and/or Member experience.
Evaluate leader and team performance and provide one-on-one coaching to help resolve problems, strengthen their leadership skills, and solidify cultural values; identify and develop future leaders within the team.
Drive a culture of performance by clearly communicating goals, organizing to improve productivity and ensuring that business goals and critical metrics are met.
Manage and hold our internal Business Partners accountable to ensure a best in class member experience.
Serve as Member Support point of contact in cross-functional programs to support the launch of new business initiatives. Demonstrate meticulous adherence to project management, documentation & launch communication procedures to achieve seamless rollout. Estimate, track and report on launch impacts and address gaps efficiently.
Assist in the development of comprehensive contact strategy, including channel & routing efficiency by contact driver, contact reduction, deflection & self-service initiatives, and seamless omnichannel support delivery across live chat, automated chatbot, email, phone and new channels.
Collaborate with Enterprise Technology to make recommendations that will streamline manual processes, automating where possible by applying innovative and emerging technologies.
Partner with other Peloton teams to ensure the alignment across all Support operational documents including process, procedures, macros, training information, workflows, and Internal/External Knowledge Basis.
Own and drive business reviews and reporting to the broader organization to ensure that performance and the voice of the Member and associate is shared and understood for improvement and collaboration.

YOU BRING TO PELOTON

10+ years of experience developing and leading a high performing member support/customer service organization.
People-focused orientation, with experience and a passion for continuous learning, mentorship, performance management, and career development.
Proven ability to operate effectively in a rapidly changing and problem-solving environment.
A hands-on leader with a bias for action who is willing to do the work while also forming the team for the future.
Ability to maintain a flexible demeanor and successfully operate under ambiguous guidelines.
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 (MSAT), productivity, efficiency, and quality.
Self-awareness and openness to feedback from all levels of the organization.

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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: 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.

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