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Peloton
connected indoor fitness cycles
 
New York City or Plano, TX    Posted: Thursday, May 02, 2019
 
   
 
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JOB DETAILS
 

THE ROLE

Peloton's Member Experience (ME) team is responsible for:

  • Ensuring a seamless, on-brand experience throughout the end-to-end Member journey
  • Deploying tailored engagement & retention efforts to drive usage & minimize churn
  • Providing personalized & elevated support for our Members whenever they need assistance

The Senior Manager, Order Experience will work cross-functionally to ensure a seamless, tech-enabled experience for our newest Members, from the moment after purchase through the first workout. This includes optimizing delivery scheduling, accessory delivery, Bike/Tread delivery, subscription activation, & returns & exchanges, as well as proactive Member communications across all of these touchpoints. We are looking for a proven leader that has contributed meaningfully to a world-class order experience at Peloton or another leading consumer brand.

This new role will report to the VP of Member Support (based in Plano) & work closely with the Senior Product Manager of Member Experience & the SVP of Member Experience (both based in New York). This role will be based out of either New York, NY or Plano, TX.

RESPONSIBILITIES

  • Develop a clear & compelling vision for order experience at Peloton, informed by feedback from colleagues & our Members, & consistent with the elevated brand experience delivered by other key functions in Member moments of truth
  • Serve as the strategist & subject matter expert for order management & order experience at Peloton, driving the approach & ensuring cross-functional alignment & resourcing
  • Identify gaps between our vision for order experience & the existing service model, & develop scalable recommendations to address with people, process, and/or technology
  • Work with our global operations leaders to test new models - & vet new partners - for delivery, assembly, & repair of our Bike & Tread
  • Ensure that we own all communication with our Members, & that we do so regularly & proactively from order to delivery
  • Collaborate closely with the Senior Product Manager, Member Experience, to identify & deliver the supporting technology to enable a truly delightful experience for our Members
  • Develop aggressive goals & track KPIs to ensure that we make rapid progress toward our goal of a best-in-class Member experience from order through delivery
  • Plan & execute scalable order management processes & systems to support new markets as we continue to expand internationally
  • Staff & lead lean SWAT team of Member Support agents (based in Plano) during holiday peak to identify & address any Order Experience issues that arise

QUALIFICATIONS

  • 3+ years of experience developing novel order management processes & delivering outstanding outcomes for Peloton or another distinctive global consumer brand (internal candidates strongly preferred given highly cross-functional nature of role)
  • Passion for creating world-class consumer experiences
  • Robust project management skills, including ability to plan, coordinate & lead multiple workstreams with dependencies
  • Analytic expertise & experience making dispassionate, data-driven decisions
  • Ability to navigate past obstacles to get things done
  • Proven ability to lead both through direct oversight & through influence
  • Demonstrated success in developing collaborative cross-functional relationships to drive results
  • Self-awareness & openness to feedback from all levels of the organization
  • Impeccable integrity & ethical standards
  • BA/BS degree or higher, MBA preferred

ABOUT PELOTON

Founded in 2012, Peloton is a global technology company reinventing fitness by bringing the energy & benefits of studio-style workouts to the convenience & comfort of home. With more than 10,000 live & on-demand classes, taught by a roster of elite instructors, Peloton delivers real-time motivation & curated playlists from the world's best artists.

Peloton is changing the way people get fit through a comprehensive & socially-connected experience that makes every workout both efficient & addictive. The brand's immersive content is accessible through the Peloton Bike, the Peloton Tread, & Peloton Digital, which provide a full slate of fitness offerings, anytime, anywhere.

Headquartered in New York City, Peloton was named the fastest growing company in the city by Crains & is consistently named among the most innovative companies by Fast Company. Pelotons investors include True Ventures, TCV, Fidelity Investments, Wellington Management, JP Morgan Private Bank, NBC Universal, & Kleiner Perkins.

 
 
 
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