Sr. Manager, Member Support Operations

ABOUT THE ROLE

We are seeking an experienced Senior Manager, Member Support Operations to join our globally diverse and talented team working from our Peloton Plano Headquarters. This is a critical leadership role within our Global Member Support organization, ideal for someone who thrives in a high-volume, fast paced environment and is passionate about delivering a best in class Member experience.  

In this role, you will oversee the day-to-day execution and delivery of frontline service operations, ensuring operational rigor, performance consistency, and a culture of excellence across your team.  You’ll be accountable for driving key performance metrics, optimizing workflows, and partnering cross-functionally to solve complex business challenges while ensuring every Member interaction reflects Peloton’s high standards.  

This role supports a team of hourly team members and people leaders.  It requires a dynamic and data-driven leader with experience leading at scale in a contact center environment. This role will additionally partner with our business partners (BPOs) to ensure a consistent approach and sharing of knowledge across the network.   

YOUR DAILY IMPACT AT PELOTON

• Operational Leadership: Provide tactical direction and oversight to the contact center team to ensure consistent service delivery aligned with Peloton’s goals.
• Executive Escalation Management: Lead the strategy, execution, and resolution of high-visibility, executive-level escalations, ensuring swift, accurate, and empathetic responses that protect Peloton’s brand reputation.
• BPO Partnership & Alignment: Build deep, trust-based partnerships with our BPO network, maintaining a strong understanding of their operations to drive consistency, performance alignment, and shared accountability across all sites.
• Performance Management: Drive accountability through data-driven coaching and a results-based performance culture.
• Process Optimization: Identify and implement improvements that enhance contact center efficiency, reduce friction, and improve first contact resolution.
• Team Development: Lead, coach, and mentor a team of managers and supervisors, fostering continuous development and engagement.
• Workforce Planning: Partner with Workforce and Real Time Analyst teams to ensure proper staffing, scheduling, and service level adherence.
• Cross-Functional Collaboration: Align with key internal teams (Product, Logistics, Engineering, Legal, Security, etc.) to resolve escalations and improve support processes.
• Member Advocacy: Champion the Member voice, using insights to remove barriers and improve the end-to-end experience.
• Recruitment & Culture: Support hiring, onboarding, and retention efforts while contributing to a positive, inclusive, and high-performing call center culture.
• Strategic Execution: Translate business priorities into operational plans with a bias for action and measurable outcomes.

YOU BRING TO PELOTON

• Contact Center Expertise: 5+ years of leadership experience in a contact center or customer support environment, preferably in a medium-to-large, multi-site, or BPO supported environment.  
• People Leadership: Demonstrated ability to lead, inspire, and develop high-performing frontline and leadership teams.
• Operational Depth: Strong knowledge of contact center best practices, including workforce management, quality assurance, service recovery, fraud and dispute experience and KPI optimization.
• Data-Driven Mindset: Ability to analyze trends, manage metrics (AHT, FCR, CSAT, etc.), and take action based on insights.
• Strategic Agility: Comfortable managing ambiguity and translating business strategy into frontline execution.
• Effective Communication: Strong written and verbal communication skills; experienced in presenting to senior leadership and frontline audiences.
• Continuous Improvement: Passion for process improvement, innovation, and delivering exceptional service experiences.
• Resilience and Flexibility: Adaptable in a rapidly evolving environment with competing priorities and complex workflows.

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The base salary range represents the low and high end of the anticipated salary range for this position based at our Plano office. The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and business objectives, and if t