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