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 Director, Member Support Planning & Analytics, and will leverage SQL, R, Python and predictive models (time series & multivariate) to analyze data & trends and produce forecasts for the Member Support organization. We are looking for a highly analytical, creative, problem solver who is willing to constantly challenge the status quo in an effort to continuously improve data driven insights. This role will work closely with the internal team members, data science, operations and business teams to support a data driven culture within Peloton’s Member Support Organization.
- Work in close partnership across Peloton’s Member Support organization to identify and solve key business problems by leveraging data to drive actionable insights.
- Build forecasts for Member Support demand using time series and other predictive models, leveraging historical & cross functional data, as well as future events on our strategic roadmap.
- Analyze and monitor contact rates, productivity and workforce management related metrics for Member Support teams, to identify and understand opportunities for improvement.
- Leveraging sql based BI tools (Looker, Tableau) to gather and analyze data that support the Member support operation.
- Monitor Member Support KPIs and trends, identifying drivers and root causes of shifts in performance and sharing insights through effective visualizations and commentary.
- Analyze contact flows and measure the effectiveness and accuracy of forecast, routing strategy, staffing and scheduling in order to measure the effectiveness of the operation in terms of service levels and operational targets.
- Use gathered insights to make recommendations to the operations teams about tactical adjustments in short term forward facing plans to improve the team’s ability to utilize available resources to most effectively meet customer needs.
- Bachelor’s degree in analytics, supply chain management, statistics, engineering, mathematics, economics, finance or related discipline (required)
- Intellectual curiosity and a passion for data & analytics.
- Familiar with coding languages like R & Python
- Proficiency with statistical and predictive analytical models, particularly time series based forecasting and staffing models
- Working knowledge of sql or sql based BI tools (Tableau, Looker, Power BI, Microstrategy etc)
- Excellent verbal and written communication, attention to detail, and presentation skills
- Ability to effectively prioritize workload and thrive in a fast-paced and dynamic environment with minimal direction
- Proven ability to partner effectively with cross-functional teams and stakeholders
- Impeccable integrity and ethical standards
- Working knowledge of data architecture, database design and data governance principles is preferred.
- Experience with multivariate forecasting is preferred.
- Graduate degree in analytics, IT, supply chain management, statistics, engineering is preferred.
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.
Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email: email@example.com
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