Director, Member Support Operations

THE ROLE:

Peloton's Membership team is responsible for:

  • Ensuring a seamless, on-brand experience throughout the end-to-end member journey
  • Deploying tailored engagement and retention efforts to drive usage and minimize churn
  • Providing personalized and elevated support for our members whenever they need assistance

This role reports to the Senior Director, Member Support Operations and will focus on building, growing, and leading Peloton’s support operations in our newest site, ensuring Associates are supported to deliver a world-class experience and that we are there for our Members when they need us. The individual will be a highly analytical, creative, problem solver who is obsessed with delivering engaging Member experiences. The role works closely with planning and analytics, learning and development, finance, people and business teams, and the broader Membership team to manage day-to-day operations as well as build and execute on an operational budget and hiring plan. Finally, this individual will ensure all stakeholders are aware of successes, opportunities, and risks, gathering their insight to inform future operational execution.

LOCATION:

Peloton’s Phoenix Campus (Phoenix, AZ metro area)

WHAT YOU'LL DO:

  • Launch a new site for our Member Support Operations team and work with cross functional partners to get this site open by end of year
  • Hire and manage a growing support team of 500+ Associates. Provide day-to-day direction and leadership for the Support team regarding organizational, business process, and policy decisions
  • Serve as a visible leader at our new site location, setting an example by demonstrating our core values 
  • Champion a culture that drives high Associate and Member SAT
  • Proactively identify issues with processes, policies, teamwork, and technology, and work cross-functionally to execute solutions to improve the Associate and/or Member experience
  • Evaluate leader 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
  • Build, coach, and lead a rapidly growing team of Support associates, leads, supervisors, and managers that take tremendous care of our Members
  • Drive a culture of performance by clearly communicating goals, organizing to maximize productivity and schedule adherence, and ensuring that business goals and KPIs are met
  • Help evolve the staffing strategy by tier, channel, and site to optimize for Member satisfaction, response time, productivity and effectiveness 
  • Partner with the People team on all aspects of recruiting, hiring, and onboarding to ensure we meet staffing needs in a timely manner
  • Partner with Learning and Development to ensure all Associates are properly trained and positioned for success
  • Collaborate with Service Design to make recommendations that will streamline manual processes, automating where possible by applying innovative and emerging technologies
  • 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
  • Lead from the front by working directly with Members and responding to high-profile and high-impact escalations as well as complex exceptions that set the standard for our seamless end-to-end Member experience

IDEAL CANDIDATES WILL HAVE:

  • 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 building 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 (satisfaction and NPS), productivity, efficiency, and quality
  • Self-awareness and openness to feedback from all levels of the organization

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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