Sr. Manager Process Design

ABOUT THE ROLE

Peloton is on the lookout for a Senior Manager of Member Support Process Design to lead operational excellence within our Global Member Support (GMS) team in Plano, Texas. This crucial role involves guiding a team of Service Design Managers to refine agent processes, boost productivity, and enhance customer interactions, ensuring the highest level of satisfaction. 

As a strategic leader, you will be instrumental in implementing our Member Support strategy, aimed at reducing member and agent friction points and improving key performance metrics such as Contacts per Case and Member Satisfaction Scores. Your role will also include acting as a pivotal cross-functional business partner, collaborating closely with stakeholders to manage and adapt business initiatives that affect Member Support, thereby streamlining processes for handling incoming member inquiries. In this role you will be responsible for developing, maintaining, and owning the customer and agent journey map in Member Support and being the project manager for multiple initiatives that drive better experiences for our Members. 

YOUR DAILY IMPACT AT PELOTON

• Process Optimization: Analyze and own documentation or our current customer service processes to pinpoint inefficiencies and develop robust strategies to streamline operations, reduce costs, and improve service quality.
• Project Management: Lead and manage internal and cross-functional projects from start to finish, ensuring all objectives are met within deadlines, and manage resources, schedules, and timelines with strict prioritization.
• Data Analysis: Leverage advanced data analytics to monitor process performance and identify trends, using data-driven insights to drive strategic improvements in service delivery.
• Stakeholder Collaboration: Work closely with leaders across Member Support, Product, Marketing, Supply Chain, and other key departments to align process improvements with broader organizational goals, enhancing productivity and teamwork across departments. 
• Leadership and Mentoring: Mentor and lead a team of specialized Service Design Managers, who will refine agent processes and act as key links between Member Support and various cross-functional business partners.
• Project Ownership: Take charge of key projects and initiatives for Support from conceptualization to go-live, including requirements gathering, documentation, and user acceptance testing.
• Operational and Policy Strategy Implementation: Drive the requirements and implementation of operational strategies, policies, workflow processes, and standards to elevate Peloton service to best in class, luxury, support.

YOU BRING TO PELOTON

• 5-7+ years of experience in operational roles within high-growth organizations, preferably with a technical problem-solving background.
• At least 2+ years of people management experience in a customer support organization.
• Proficiency in Salesforce Service Cloud with a minimum of 2-3 years of experience. 
• Exceptional data analysis skills, capable of addressing complex and ambiguous challenges.
• Preferred experience in Process Improvement with certifications in Lean Six Sigma or Kaizen
• Proven capability to thrive in dynamic environments, taking on unfamiliar challenges to drive outcomes and shape strategy.
• Operational excellence, adept at managing numerous tasks seamlessly.
• Strong collaborative skills, with a proven track record of proactive cross-team partnerships and holding teams accountable for results.

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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 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 opportunit