Sr. Manager, Member Support Operations

ABOUT THE ROLE

We are seeking an experienced
Senior Manager, Member Support Operations
to join our globally diverse and talented team working from our Peloton Plano Headquarters. This is a critical leadership role within our
Global Member Support
organization, ideal for someone who thrives in a high-volume, fast paced environment and is passionate about delivering a best in class Member experience.

In this role, you will oversee the day-to-day execution and delivery of frontline service operations, ensuring operational rigor, performance consistency, and a culture of excellence across your team.  You'll be accountable for driving key performance metrics, optimizing workflows, and partnering cross-functionally to solve complex business challenges while ensuring every Member interaction reflects Peloton's high standards.

This role supports a team of hourly team members and people leaders.  It requires a dynamic and data-driven leader with experience leading at scale in a contact center environment. This role will additionally partner with our business partners (BPOs) to ensure a consistent approach and sharing of knowledge across the network.

YOUR DAILY IMPACT AT PELOTON

• Operational Leadership:
  Provide tactical direction and oversight to the contact center team to ensure consistent service delivery aligned with Peloton's goals.
• Executive Escalation Management:
  Lead the strategy, execution, and resolution of high-visibility, executive-level escalations, ensuring swift, accurate, and empathetic responses that protect Peloton's brand reputation.
• BPO Partnership & Alignment:
  Build deep, trust-based partnerships with our BPO network, maintaining a strong understanding of their operations to drive consistency, performance alignment, and shared accountability across all sites.
• Performance Management:
  Drive accountability through data-driven coaching and a results-based performance culture.
• Process Optimization:
  Identify and implement improvements that enhance contact center efficiency, reduce friction, and improve first contact resolution.
• Team Development:
  Lead, coach, and mentor a team of managers and supervisors, fostering continuous development and engagement.
• Workforce Planning:
  Partner with Workforce and Real Time Analyst teams to ensure proper staffing, scheduling, and service level adherence.
• Cross-Functional Collaboration:
  Align with key internal teams (Product, Logistics, Engineering, Legal, Security, etc.) to resolve escalations and improve support processes.
• Member Advocacy:
  Champion the Member voice, using insights to remove barriers and improve the end-to-end experience.
• Recruitment & Culture:
  Support hiring, onboarding, and retention efforts while contributing to a positive, inclusive, and high-performing call center culture.
• Strategic Execution:
  Translate business priorities into operational plans with a bias for action and measurable outcomes.

YOU BRING TO PELOTON

• Contact Center Expertise:
  5+ years of leadership experience in a contact center or customer support environment, preferably in a medium-to-large, multi-site, or BPO supported environment.
• People Leadership:
  Demonstrated ability to lead, inspire, and develop high-performing frontline and leadership teams.
• Operational Depth:
  Strong knowledge of contact center best practices, including workforce management, quality assurance, service recovery, fraud and dispute experience and KPI optimization.
• Data-Driven Mindset:
  Ability to analyze trends, manage metrics (AHT, FCR, CSAT, etc.), and take action based on insights.
• Strategic Agility:
  Comfortable managing ambiguity and translating business strategy into frontline execution.
• Effective Communication:
  Strong written and verbal communication skills; experienced in presenting to senior leadership and frontline audiences.
• Continuous Improvement:
  Passion for process improvement, innovation, and delivering exceptional service experiences.
• Resilience and Flexibility:
  Adaptable in a rapidly evolving environment with competing priorities and complex workflows.

The base salary range represents the low and high end of the anticipated salary range for this position based at our Plano office. The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and business objectives, and if the location for the job changes. Our base salary is just one component of Peloton's competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:Medical, dental and vision insurance Generous paid time off policyShort-term and long-term disabilityAccess to mental health services401k, tuition reimbursement and student loan paydown plansEmployee Stock Purchase PlanFertility and adoption support and up to 18 weeks of paid parental leave Child care and family care discountsFree access to Peloton Digital App and apparel and product discountsCommuter benefits and Citi Bike DiscountPet insurance and so much more

Base Salary Range: $118,095 USD - $145,100 USD

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 innovative hardware, distinctive software, and exclusive content. 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

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:

At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members. However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool. 

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.

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here
on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @

email address.

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before taking any further action in relation to the correspondence.

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