Director, Member Support Operations

ABOUT THE ROLE

This role reports to the Senior Vice President, Global Member Support and will focus on leading Peloton’s support operations at our Plano, TX site, ensuring Associates are supported to deliver an extraordinary experience and that we are there for our Members when they need us. Additionally, this role leads and is responsible for our third party Business Partners as well as the Learning and Development of Member Support. The individual will be a highly analytical, creative, problem solver who is obsessed with delivering engaging Member experiences. The role works closely with planning and analytics, finance, people and business teams, and the broader Membership team to lead day-to-day operations as well as build and complete an operational budget and hiring plan. Finally, this individual will ensure all stakeholders are aware of successes, opportunities, and risks, gathering their insight to advise future operational execution.

YOUR DAILY IMPACT AT PELOTON

• Provide day-to-day direction and leadership for the Support team regarding organizational, business process, and policy decisions.
• Serve as a visible leader at our Plano, TX facility, setting an example by demonstrating our core values.
• Champion a culture that drives high Associate and Member Satisfaction.
• Proactively identify issues with processes, policies, partnership, and technology, and work cross-functionally to implement solutions to improve the Associate and/or Member experience.
• Evaluate leader performance and provide one-on-one coaching to help resolve problems, strengthen their leadership skills, and solidify cultural values; identify and develop future leaders within the team.
• Build, coach, and lead a rapidly growing team of Support associates, leads, supervisors, and managers that take tremendous care of our Members.
• Drive a culture of performance by clearly communicating goals, organizing to improve productivity and schedule adherence, and ensuring that business goals and critical metrics are met.
• Help evolve the staffing strategy by tier, channel, and site to optimize for Member satisfaction, response time, productivity and effectiveness.
• Partner with the People team on all aspects of recruiting, hiring, and onboarding to ensure we meet staffing needs in a timely manner.
• Manage and hold our  Business Partners accountable to ensure a best in class member experience.
• Drive Learning and Development to ensure all Associates are properly trained and positioned for success.
• Collaborate with Service Design to make recommendations that will streamline manual processes, automating where possible by applying innovative and emerging technologies.
• Own and drive business reviews and reporting to the broader organization to ensure that performance and the voice of the Member and associate is shared and understood for improvement and collaboration.
• Lead from the front by working directly with Members and responding to high-profile and high-impact issues as well as complex exceptions that set the standard for our flawless end-to-end Member experience.

YOU BRING TO PELOTON

• 10+ years of experience developing and leading a high performing member support/customer service organization.
• People-focused orientation, with experience and a passion for continuous learning, mentorship, performance management, and career development.
• Proven ability to operate effectively in a rapidly changing and problem-solving environment.
• A hands-on leader with a bias for action who is willing to do the work while also forming the team for the future.
• Ability to maintain a flexible demeanor and successfully operate under ambiguous guidelines.
• Strong analytical skills and deep understanding of contact center operations to make data-driven decisions in order to optimize the various levers of member experience (satisfaction and NPS), productivity, efficiency, and quality.
• Self-awareness and openness to feedback from all levels of the organization.

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ABOUT PELOTON:

Peloton provides Members with expert instruction, world-class content and the fitness industry's leading music library 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 offers an immersive and personalized experience [with or without equipment]. Access Peloton content via the Peloton Bike, Bike+, Tread, Guide, Row or the Peloton App, now with multiple membership tiers. Founded in 2012 and headquartered in New York City, Peloton has a highly engaged community of nearly 7 million Members across the US, UK, Canada, Germany, and Australia. 

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