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Manager, Claims, Final Mile

Company: Peloton Interactive, Inc.
Location: Plano
Posted on: June 10, 2021

Job Description:


As the highest point of contact regarding claims, you will build and lead a team that supports the Final Mile network for Peloton. In this role, you will support claim management for both Peloton teams and 3PL providers across all markets. You are responsible for hiring, developing and managing a team of hourly and salaried team members in support of claims management.

  • You support your team by providing direction, assigning work and check in on progress
  • Ensure your team's work is completed consistently, accurately and on-time
  • Coach your employees to enable them to grow and develop
  • Ensure your claims team is meeting or exceeding service level agreements with insurance carriers, internal partners and Members
  • Drive alignment with the broader team including functional goals, and local processes
  • Develop strategies to maintain and improve performance of your claims team
  • Manage claims team communication processes with Members, Final Mile sites, internal stakeholders, and our insurance provider throughout the claims process
  • You have experience handling escalated claims, including difficult customer service situations and are able to use that knowledge to develop your team
  • Partner with Learning & Development leaders to create scalable training programs to ensure continuous learning and growth opportunities for the team
  • Analyze data to identify trends that impact Member experience, quality and cost control
  • Build, maintain, and improve automation that supports a positive member experience while increasing efficiency for the business
  • Partner with leadership to address chronic claim drivers, and co-author action plans with leaders to reduce damages and improve safety
  • Assess and validate claim and repair estimates including researching events that are not related to damages. E.g. requests for additional information related to a poor experience
  • Establish unified claims reporting & reimbursement process across all markets globally
  • You support Peloton by sharing your ideas, communicating your work status including updates, opportunities and solutions.


  • Hold a Claims Adjuster Certification or a similar level of certification/experience
  • 3 years of experience or the ability to show demonstrable growth in an existing Peloton position
  • 2+ years experience handling escalations
  • Experience operating in platforms such as Salesforce Field Service, Zendesk, and Intelex or other claims management systems
  • Highly organized with a relentless attention to detail
  • Strong problem-solving skills, while being able to troubleshoot problems and think on your feet
  • Excellent presentation and communication skills
  • Strong interpersonal skills
  • Occasional travel may be required
  • Able to support occasional emergency requests outside of standard hours or days of operation


  • Bachelor's degree
  • Foundational knowledge of property & casualty claims law and process
  • 3-5+ years of building, and leading teams within customer service environments, or operations


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.

Keywords: Peloton Interactive, Inc., Plano , Manager, Claims, Final Mile, Other , Plano, Texas

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