ABOUT THE ROLE
Peloton’s Global Member Support organization in Plano, TX is seeking a Senior Business Systems Analyst who is passionate about enhancing the customer experience and eager to make a meaningful impact within a dynamic and innovative company like Peloton. The Senior Business Systems Analyst will take the lead in building and maintaining our Salesforce CX platform, with a laser focus on delivering exceptional member support. In this role, you'll identify opportunities to streamline our member support processes, partner closely with cross-functional teams, and leverage your expertise to recommend and test system changes that reduce friction points for our valued Peloton Members. With a strong emphasis on collaboration and data-driven decision-making, you'll be at the forefront of creating a seamless member experience while working in a fast-paced and rewarding environment.
Want more jobs like this?
Get Project Management jobs in Plano, TX delivered to your inbox every week.
This role offers a unique opportunity to be a part of the evolving Global Member Support Team at a global, result-oriented, fast-growing company. The ideal profile of this position calls for a flexible and well-rounded individual, someone who is self-motivated, detailed oriented, collaborative, and highly skilled at translating business requests into technical requirements, operating with a bias for action. Lastly, the ideal candidate should have a deep understanding of all Contact Center functions and the CX technologies to support with a specialization in Salesforce Service Cloud and other Contact Center Technology Systems (Genesys, Looker,etc.). The success of this role will be measured by reduction of contacts per case, reduction of agent handle time, and increase to Member Satisfaction rating.
YOUR DAILY IMPACT AT PELOTON
- Conduct a comprehensive assessment of the Salesforce instance and connected CX platform to identify gaps and areas for improvement to enhance member experience (measured by Member Satisfaction Score).
- Collaborate with the Enterprise Information Technology and eCommerce teams to develop and implement a baseline escalation path for handling member support inquiries efficiently.
- Create and execute a roadmap for ongoing Salesforce CX platform improvements that will reduce Member friction and increase member satisfaction.
- Become the resident expert in Peloton's member experience through shadowing our agents, listening to Member cases, and understanding how our systems are used to solve issues when the member contacts support.
- Provide business analysis, recommendations, and testing expertise for system changes to enhance member satisfaction.
- Collaborate on Request for Proposals (RFPs) as needed to represent Global Member Support requirements for new and existing systems.
- Prioritize incoming requests from the GMS teams, measuring impact and effort, requiring detailed analysis of circumstances and/or data.
- Gather input and feedback from relevant cross-functional partners and leverage data analysis to support decision-making.
- Identify opportunities for consolidation and integration to optimize efficiency.
YOU BRING TO PELOTON
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Salesforce Administrator certification is highly preferred.
- 3+years of experience in system administration, preferably with a focus on Salesforce.
- Strong understanding of customer support processes and best practices.
- Excellent problem-solving skills and the ability to analyze data to drive decision-making.
- Exceptional communication and interpersonal skills for collaborating with cross-functional teams.
- Project management experience and familiarity with RFP processes.
- Strong organizational skills and the ability to work in a fast-paced, dynamic environment.
- Management of full development life cycles for software applications using tools such as Visio and JIRA is highly desired.
- Intermediate skills in general office systems, equipment, and applications to support business needs (e.g., Google Docs, Sheets, Slides, Project Management systems, etc.).
- Comprehensive understanding of PII and PCIR and related compliance requirements as it relates to CX systems implementation and management.
#LI-EV1
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.