Product Manager, Member Support Technology ( Salesforce - Service Cloud)
Company: Disability Solutions
Location: Plano
Posted on: September 21, 2024
Job Description:
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 (Amazon Connect, ADA, 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.What you will do:
- 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.What you will have:
- 3+years of experience in product management, with a focus on
Salesforce or similar product.
- Salesforce Administrator and Service Cloud certification is
highly preferred.
- 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.
- Bachelor's degree in Information Technology, Computer Science,
or related field.
- Management of full development life cycles in an agile
environment 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.).#LI-SS1#LI-HybridABOUT
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 laws. Equal employment opportunity has been, and will
continue to be, a fundamental principle at Peloton, where all team
members, applicants, and other covered persons are considered on
the basis of their personal capabilities and qualifications without
discrimination because of race, color, religion, sex, age, national
origin, disability, pregnancy, genetic information, military or
veteran status, sexual orientation, gender identity or expression,
marital and civil partnership/union status, alienage or citizenship
status, creed, genetic predisposition or carrier status,
unemployment status, familial status, domestic violence, sexual
violence or stalking victim status, caregiver status, or any other
protected characteristic as established by applicable law. This
policy of equal employment opportunity applies to all practices and
procedures relating to recruitment and hiring, compensation,
benefits, termination, and all other terms and conditions of
employment. If you would like to request any accommodations from
application through to interview, please email:
applicantaccommodations@onepeloton.comPlease be aware that
fictitious job openings, consulting engagements, solicitations, or
employment offers may be circulated on the Internet in an attempt
to obtain privileged information, or to induce you to pay a fee for
services related to recruitment or training. Peloton does NOT
charge any application, processing, or training fee at any stage of
the recruitment or hiring process. All genuine job openings will be
posted on our careers page and all communications from the Peloton
recruiting team and/or hiring managers will be from an @ email
address. If you have any doubts about the authenticity of an email,
letter or telephone communication purportedly from, for, or on
behalf of Peloton, please email
applicantaccommodations@onepeloton.com before taking any further
action in relation to the correspondence.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.
Keywords: Disability Solutions, Plano , Product Manager, Member Support Technology ( Salesforce - Service Cloud), IT / Software / Systems , Plano, Texas
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