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Senior Supervisor, Quality

3 months ago

Plano, Texas, United States Peloton Full time

ABOUT THE ROLE

Are you ready to embark on a journey with the world's largest interactive fitness platform? Peloton is on the lookout for a Contact Center Quality leader who craves innovation, thrives in collaborative environments, and is hungry to work in rapidly changing growth organization. If you're fueled by the thrill of taking on new challenges and want to be part of something truly transformative, then keep reading

Our Global Member Support team works on the front lines, providing a support experience that is human and honest. Peloton is evolving all the time, and our community turns to us as the experts to offer guidance in an empathetic, authentic, human, and direct way. We correspond directly with members by phone, live chat, and email. We troubleshoot problems, walk members through features, and help our members get the most out of their workouts.

As a Global Member Support Quality Supervisor within Peloton's Contact Center, you'll be at the forefront of quality innovation, tackling exciting projects that redefine what's possible for Peloton's mission of best in class service delivery. From leading brainstorming sessions that spark creativity to hands-on problem-solving that drives real impact, every day will be an adventure filled with growth opportunities and meaningful challenges.

YOUR DAILY IMPACT AT PELOTON

  • Lead, inspire, and support a team of Quality Specialists
  • Hold consistent and meaningful 1:1s with direct reports, focusing on individual performance, goals, and career development
  • Dive deep into member support interactions, and operations performance data, leveraging your expertise to configure QA reports, identify trends, and effectively summarize actionable insights for leadership review.
  • Collaborate with cross-functional teams to drive improvements, fostering an environment of innovation and continuous improvement
  • Proactively seek out opportunities for improvement through partnering with leaders and professionals across the organization
  • Manage, optimize and maintain Peloton's Global Member Support Quality Program
  • Partner with outsourced member support vendor (BPOs) Quality Teams to drive quality program efforts forward and identify opportunities for improvement
  • Conduct audits on vendor quality specialist evaluation activity to ensure alignment to Peloton's Quality policies and standards

YOU BRING TO PELOTON

  • At least 2 years of experience managing quality assurance programs, with 2+ years in a leadership role
  • Ability to build programs from concept to implementation
  • A track record of implementing and maintaining successful quality programs
  • Proven ability to operate with discretion and confidentiality regarding sensitive information
  • Strong analytical skills - able to understand, interpret, and manipulate data & spreadsheets
  • You have worked within multichannel support operations (chat, email, sms, phone)
  • Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
  • A passion for innovation and a relentless drive to improve the quality of support and business processes
  • Excellent executive level communication and collaboration skills, with a knack for inspiring others and building strong relationships.
  • You have experience in startups, marketplaces, or e-commerce (preferred)

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ABOUT 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

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:

Please 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 here 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 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.