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Peloton // connected indoor fitness cycles
 
Design, Full Time    New York City    Posted: Friday, June 04, 2021
 
   
 
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JOB DETAILS
 

THE ROLE:

As a Member Support Service Design Specialist, you will engineer support solutions as part of every Member's Peloton experience. Youll collaborate across the business to design Member-focused processes & tools. Service Design will focus on ensuring the Support team is operationally ready for new products & services & to help drive continuous Member experience & Member Support performance improvements.

Service Design works end-to-end: anticipating needs & preventing problems & errors; leveraging automation & self-service capabilities appropriately; optimizing access by channel based on topic & resolution success, & building & implementing highly effective & efficient assisted service approaches.  

About the Team:

The Service Design team is part of the Member Experience team & is rooted in crafting Support experiences that impress members every time. We obsess over every interaction that a Member has with us & design for delightful & low effort resolution. Peloton is evolving all the time, & our community turns to us as the experts to offer guidance in an empathetic, authentic, human & direct way. We are data-driven, collaborative, & understand how to drive the best outcomes for both our Members & the Member Experience team.

RESPONSIBILITIES:

  • Design & build process, procedures, & agent workflows to create intentional & delightful interactions with our Member Support team ensuring standard work & continuous improvement at scale
  • Recognize & solve gaps in our current Support design offering & optimize tools to craft optimal Member experiences & drive team efficiency.
  • Develop controls & risk mitigation strategies to ensure business continuity & prevent service failures 
  • Work with cross-functional teams to communicate the voice of the Member & inform business owners the Member impact of proposed changes
  • Obsess over every touchpoint of the Member experience with a Members-First design
  • Create a reporting mechanism to department leaders on agent efficiency to measure Member Support teams performance & identify opportunities for improvements
  • Leverage data to set standards for Member effort & agent performance
  • Partner with dependent functions to fully implement work products - Knowledge Base, Learning, Quality, Coaching, & OS Partners

QUALIFICATIONS:

  • Minimum of two years experience in a customer-facing service role
  • Understanding of system architecture, data management, & integrations
  • Demonstrated interest in leading projects & programs that involve multiple stakeholders, comfortable collaborating with agile/scrum teams.
  • Strong quantitative, analytical, & problem-solving skills
  • Ability to work collaboratively in a team environment
  • Effective oral, presentation, & written communication skills
  • Risk management, standards, & policies formulation experience preferred
  • Project Management & Six Sigma experience preferred

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, & streaming technology, we create digital fitness & wellness content & 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 & 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 & inequity in our world, & to promote health & wellbeing for all, from the inside out.
 
 
 
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