THE ROLE

Peloton is seeking an Order Experience Specialist to support its Operations & Membership team in London. The Order Experience Specialist will report to the Senior Manager of Member Experience (EU) and will collaborate with analysts & operations experts from Peloton’s London & New York HQs. The ideal candidate will have a can-do attitude and be excited by the prospect of working in a fast-paced environment. This position is based in the London HQ.

RESPONSIBILITIES

  • Become a subject matter expert in order to delivery operational tools, processes, systems, KPIs & drivers
  • Advocate for Members to influence key decisions relating to order management & Member communications; demonstrate an astute awareness of potential impacts & key risks
  • Compose & coordinate the delivery of clear, concise and purposeful order communications, often under pressure, to maintain world-class order experiences despite unforeseen delays or disruptions
  • Collaborate with team members from last mile, supply chain, Member support, strategy and global order experience teams to maintain operational alignment and a collective commitment to uphold Peloton’s Member-first values
  • Build & maintain reports and presentations to demonstrate current performance trends and identify opportunities for improvement across order experience KPIs
    • Design and manage continuous improvement processes to increase satisfaction/NPS, reduce member effort & cost, and increase operational efficiency. Identify opportunities for operational improvements & manage planning, implementation & tracking
    • Identify current risks and opportunities & establish scalable, repeatable processes to help Peloton expand into new international markets efficiently
  • Support Order Experience management in global markets with additional requests and provide contextual insights to help prioritise Peloton’s strategic initiatives in international markets

SKILLS AND EXPERIENCE

  • BA/BS in statistics, economics or business or similar preferred
  • 1-2 years of experience in Operations, Customer Relations or similar preferred
  • Hands-on experience with reporting and data visualization tools such as Looker, Tableau, Power BI, etc.
  • Understanding of system architecture, data management, and integrations
  • Demonstrated interest in leading projects and programs that involve multiple stakeholders, comfortable collaborating with agile/scrum teams
  • Effective oral, presentation, and written communication skills
  • Highly motivated and thrives in a fast-paced working environment
  • Has a positive attitude and energy

ABOUT PELOTON:

Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.

“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. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out.

 

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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