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.

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.