ABOUT THE ROLE
We are seeking an experienced Senior Manager, Member Support Operations to join our globally diverse and talented team based onsite in Plano, Texas working from our Peloton Plano Headquarters. This pivotal leadership role within our Global Member Support organization is designed for an accomplished leader who can elevate Peloton’s Member Support Operations, ensuring an exceptional and seamless Member experience at every touchpoint.
As a Senior Manager, you will oversee the tactical execution and delivery of the high level of service expected by the business. Your focus will be on ensuring that the Member Support team operates efficiently, effectively, and in alignment with Peloton’s standards, while driving continuous improvement in the service and support experience. This position requires a dynamic leader with a proven track record of building high-performing teams, delivering results in a fast-paced environment, and managing through complexity and scale.
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Peloton Members look to us as experts to guide them with empathy, authenticity, and expertise—whether troubleshooting issues, navigating product features, or maximizing their workout experience. This position may require minimal travel (5%-10%) to collaborate with teams, attend strategic meetings, and engage in events to support organizational goals.
YOUR DAILY IMPACT AT PELOTON
- Tactical Leadership: Define and execute the operational direction for the Member Support Operations team, ensuring alignment with Peloton’s broader goals and priorities.
- Operational Excellence: Drive continuous improvement in the service and support experience by implementing refined processes and methodologies that enhance efficiency and Member satisfaction.
- Data-Driven Decision Making: Analyze and leverage OKRs, KPIs, metrics, and targets to create and execute actionable strategies that drive operational improvements and elevate the Member experience.
- Performance Management: Build a culture of high performance by setting clear goals, organizing teams to maximize productivity, and driving achievement of business objectives.
- Team Development: Provide leadership, coaching, and mentorship to managers and team members, focusing on career development, continuous learning, and retention.
- Cross-Functional Collaboration: Partner with internal and external stakeholders to ensure alignment and seamless communication on support-related initiatives.
- Member Experience Advocacy: Act as a champion for the Member, applying expertise to identify and resolve complex business issues, reduce friction, and deliver a consistently elevated experience.
YOU BRING TO PELOTON
- Leadership Expertise: 5+ years of progressive management experience, including 5+ years leading teams in a medium to large call center or customer service environment.
- Strategic Mindset: Proven ability to think strategically while driving day-to-day operations, with a focus on optimizing processes and improving Member satisfaction.
- Analytical Acumen: Strong analytical skills with the ability to interpret complex data and make data-driven decisions to enhance Member support operations.
- Team Builder: Demonstrated success in building, motivating, and retaining high-performing teams while fostering a people-first, collaborative culture.
- Operational Mastery: Deep understanding of contact center operations, including workforce planning, quality assurance, and process optimization.
- Action-Oriented: A hands-on leader who takes initiative, executes effectively, and inspires teams to perform at their best.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
- Adaptability: Thrives in a fast-paced, dynamic environment with a focus on continuous improvement and innovation.
- Commitment to Excellence: Passion for delivering exceptional service and a relentless drive to enhance the Member experience.
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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 innovative hardware, distinctive software, and exclusive content. 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.
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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.
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