Senior Supervisor, Member Relations

ABOUT THE ROLE

We are looking for a Member Relations Supervisor to join our globally diverse and talented team.  The candidate hired into this position will be focused on supporting a diverse group of service and support professionals in our Member Relations line of business (LOB). The Member Relations LOB supports our Members, Member Support Associates, internal stakeholders & cross-functional teams through live channels, email, and special projects to support business needs.  In this role you will be accountable for providing leadership, direction, development and supervision to a team of 7-15 team members working in various positions within Member Relations.  Key responsibilities include, but are not limited to, allocating and directing workloads to meet productivity and service level goals, managing to our Quality and CSAT expectations, coaching and developing your team, and serving as a conduit & escalation point for your team working to resolve complex issues quickly and efficiently.  

It is critical that you understand Peloton’s  business and organizational objectives and translate them into relevant team tasks.  This entails building and implementing action plans based on KPI, metrics, and targets that have been established.  

YOUR DAILY IMPACT AT PELOTON

• Provide consistent coaching to your team to deliver on KPIs, metrics, targets & service level commitments. Daily coaching of your team will be critical. 
• Communicate team and organizational goals and objectives. 
• Analyze and define individual and team performance patterns/trends to ensure the level of service provided is in line with predefined standards. 
• Plan for and execute ways to recognize, motivate and create a high level of engagement across the team. 
• Oversee the day to day operations within the Member Relations LOB assigning tasks in a way that ensures optimal coverage and efficiency. 
• Actively monitor the channels and projects that your team supports, maintaining focus on high efficiency, accountability for outstanding performance levels, and to provide real-time feedback on opportunities for gap closure.  
• Build, evaluate, and change course as needed while challenging the status quo and recommending improvements.  
• Quickly adapt to changing needs, constructively contribute to business strategies, and support our organization’s evolution.  
• Work well under pressure, effectively balance multiple concurrent demands, and appropriately prioritize responsibilities.  
• Collaborate effectively on large-scale/high visibility projects with staff across different departments throughout the organization. 
• Provide support to our executive team and other senior leaders with complex organizational responsibilities serving as a primary point of contact and liaison between their team, Member Relations, and Member Support.  
• Independently complete assigned non-routine tasks to meet goals, which may require working with and/or being a part of a cross-functional team.   

YOU BRING TO PELOTON

• 3+ years of leadership experience inclusive of 2+ year experience leading a virtual team
• 4+ years experience in a medium to large call center environment 
• Excellent written and verbal communication skills
• High level of professionalism with previous experience interacting with high level executives 
• Proven experience with performance management and developing talent 
• Demonstrated critical thinking skills & ability to execute on multiple priorities simultaneously
• Appropriate technical skills and working knowledge of G-Suite, Zendesk, & the other systems/tools leveraged at Peloton with the demonstrated ability to learn new platforms/technologies 
• Embraces & thrives on change
• Responsive, flexible, adaptable
• Strong analytical skills - able to understand, interpret, and manipulate data & spreadsheets 
• Proven ability to operate with discretion and confidentiality regarding sensitive information.

#LI-EN1

 

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 b