Operations Manager, Social Care Team
4 weeks ago
We are seeking a dynamic Operations leader to join our Member Support Operations team. In this role, the leader's primary focus will be leading and supporting the success of our new Social Care team here at Peloton within our Global Member Support organization.
Your Daily Impact at Peloton- Lead and manage our Member Support Social Care team to monitor social platforms for support issues, engaging with Members to resolve concerns and prevent escalations.
- Identify support-related social trends and insights in support of positive Member engagement and operational excellence, sharing findings with cross-functional teams and stakeholders.
- Collaborate closely with our other Member Support Operations leaders to drive key performance metrics, including MSAT, response times, and other Operational OKRs and priorities.
- Develop and implement strategic action plans for social care initiatives that align with our broader Member Support goals and OKRs.
- Proactively manage and mitigate potential or emerging Support-related crises on social platforms to protect Peloton's brand reputation, working with internal teams for alignment and communication.
- Ensure that the Member experience provided by our Social Care team is aligned with and complements our traditional Member Support channels (phone, chat, email) through timely, effective social engagement.
- Coach and develop our Member Support frontline team members in support of their growth, ensuring alignment on business objectives and performance targets.
- Drive team accountability and operational efficiency through regular feedback, data-driven insights, and structured action plans.
- Work cross-functionally with a wide array of Peloton workgroups, teams, and business units to implement solutions that reduce Member effort and friction.
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.
At Peloton, we motivate the world to live better. Together, we go far, and we're stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and more, we deliver an exhilarating fitness experience that unlocks our members' greatness. If you're passionate about fitness, technology, and making a difference in people's lives, we'd love to hear from you.
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