Product Manager, Member Support Technology

ABOUT THE ROLE

Peloton’s Global Enterprise Technology organization in Plano, TX  is seeking a Product Manager who is passionate about enhancing the customer experience through technology and eager to make a meaningful impact within a dynamic and innovative company like Peloton. The Product Manager will take the lead in building the technology roadmap for our Customer Experience Org, with a laser focus on delivering exceptional member support. In this role, you'll identify opportunities to improve our member support CRM stack, partner closely with cross-functional teams, and leverage your expertise to recommend changes that reduce friction points for our valued Peloton Members and agents. 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.

This role offers a unique opportunity to be a part of the evolving Enterprise Technology 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 pain points into a robust roadmap, operating with a bias for action. Lastly, the ideal candidate should have a deep understanding of all Contact Center Technology 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

• Build and maintain strong relationships with customer support leadership, effectively communicating the vision and strategic direction for the CRM platform to ensure alignment and support from key stakeholders.
• 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.
• Collaborate on Request for Proposals (RFPs) as needed to represent Enterprise Technology requirements for new and existing systems.
• 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 product management, 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.
• 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.).

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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 opportunity employer and complies with all applicable federal, state, and local fair employment practices l