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Director, Member Service Experience

Company: Peloton Interactive, Inc.
Location: Plano
Posted on: April 8, 2021

Job Description:

Peloton's Membership team is responsible for:

  • Ensuring a seamless, on-brand experience throughout the end-to-end member journey
  • Deploying tailored engagement and retention efforts to drive usage and minimize churn
  • Providing personalized and elevated support for our members whenever they need assistance This role reports to the Vice President, Global Member Support and will focus on building, growing, and leading Peloton's Repair Service Experience. This individual will be responsible for the processes and policies that ensure our Members receive a world-class service experience whenever they need us, from first contact to their next workout. They will have a strong bias for action, and be a highly analytical, creative, problem solver who is obsessed with delivering engaging Member experiences. The role works closely with Field Service Ops, Planning and Analytics, Learning and Development, People teams, Warranty and the broader Membership team to create elevated Service experiences. This individual will help build the overall strategy and approach for how we evolve repair service. Finally, they will ensure all stakeholders are aware of successes, opportunities, and risks, gathering their insight to inform future repair service operations execution. RESPONSIBILITIES
    • Develop a clear and compelling vision for repair service experience at Peloton, informed by feedback from our Members and internal stakeholders, that is consistent with the elevated brand experience expected by our Members
    • Serve as a strategist and subject matter expert for the end to end repair service at Peloton, helping to drive the repair service approach and ensuring cross-functional alignment--
    • Understand drivers of Peloton's service requests, identify strategic opportunities, and build a business roadmap that delivers the most value for Peloton and our Members
    • Build effective cross-functional partnerships with internal and external partners to execute repair service roadmap
    • Optimize service offerings across all channels in partnership with Supply Chain, Field Service and Warranty teams
    • Ensure repair service programs and policies are seamlessly executed globally--
    • Define and deliver end to end service experience reporting that provides strategic insights and holds cross-functional teams accountable for delivering results
    • Proactively identify issues with processes, policies, teamwork, and technology, and work cross-functionally to execute solutions to improve the internal 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 QUALIFICATIONS
      • 8+ years of experience developing and leading high performing Field Service / Customer Service Operations and Programs--
      • Service orientation, with experience and a passion for customers and continuous learning--
      • 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 building the team for the future--
      • Ability to maintain a flexible demeanor and successfully operate in ambiguous situations
      • Strong analytical skills and deep understanding of repair service operations to make data-driven decisions in order to optimize the various levers of the service experience (Order to Service, Member satisfaction and NPS)
      • Self-awareness and openness to feedback from all levels of the organization ABOUT PELOTON: Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here . "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. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out. Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes. U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Peloton are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
        • Autism
        • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
        • Blind or low vision
        • Cancer
        • Cardiovascular or heart disease
        • Celiac disease
        • Cerebral palsy
        • Deaf or hard of hearing
        • Depression or anxiety
        • Diabetes
        • Epilepsy
        • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
        • Intellectual disability
        • Missing limbs or partially missing limbs
        • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
        • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Peloton Interactive, Inc., Plano , Director, Member Service Experience, Executive , Plano, Texas

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