Senior Supervisor, Member Relations at Peloton

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ABOUT THE ROLE

We are looking for a Member Relations Supervisor to join our globally diverse and talented team. The candidate hired into this position will be focused on supporting a diverse group of service and support professionals in our Member Relations line of business (LOB). The Member Relations LOB supports our Members, Member Support Associates, internal stakeholders & cross-functional teams through live channels, email, and special projects to support business needs. In this role you will be accountable for providing leadership, direction, development and supervision to a team of 7-15 team members working in various positions within Member Relations. Key responsibilities include, but are not limited to, allocating and directing workloads to meet productivity and service level goals, managing to our Quality and CSAT expectations, coaching and developing your team, and serving as a conduit & escalation point for your team working to resolve complex issues quickly and efficiently.

It is critical that you understand Peloton’s business and organizational objectives and translate them into relevant team tasks. This entails building and implementing action plans based on KPI, metrics, and targets that have been established.

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 Relations 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 Relations, 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 inclusive of 2+ year experience leading a virtual team
4+ years 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
Appropriate technical skills and working knowledge of G-Suite, Zendesk, & the other systems/tools leveraged at Peloton with the demonstrated ability to learn new platforms/technologies
Embraces & thrives on change
Responsive, flexible, adaptable
Strong analytical skills - able to understand, interpret, and manipulate data & spreadsheets
Proven ability to operate with discretion and confidentiality regarding sensitive information.

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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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