Manager, Business Analytics - Customer Experience at Gympass

| Greater NYC Area
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About Us

They say "sitting is the new smoking". We're here to get more people moving...

Gympass is a discovery platform that empowers companies to engage their workforce in physical activity by providing access to the largest global network of workout facilities. With a single monthly membership, companies can help employees find an activity they'll love among more than 600 activities across the U.S., Europe, and Latin America. Our goal is to multiply the number of people exercising at every company to create a healthier and more engaged workforce.

Founded in 2012 and headquartered in New York, we have a growing team in 30 offices around the world. Our mission is simple yet ambitious: defeat inactivity, and we know the only way to get there is together, partnering with companies, gyms and having the best talent.

Job Purpose

The Manager, Business Analytics - Customer Experience is responsible for recommending solutions that ensure happy Gympass customers through the use of analytical methods. In this role, you will utilize the structure, policies, and operations of the organization to determine and implement operational improvements. This role will also define strategy, data manipulation, execution of analyses, and presentation of actionable recommendations relating to the customer experience.

What You'll Do...
  • Provide reporting, analysis, and develop tools/processes to drive successful operations and strategic initiatives in the customer service department
  • Build strong relationships with internal stakeholders across multiple functional areas to deliver holistic customer insights, including leveraging the knowledge of subject matter experts on product engagement, support experience, sales/success engagements, touch points, and customer segmentation, etc.
  • Be a thought-partner and information facilitator across the customer service department and occasionally to other groups within the company.
  • Define metrics that allow managers to easily diagnose performance and operational effectiveness
  • Consult with managers and team leaders; work with them to turn vague or poorly defined issues into clearly addressable problems/questions.
  • Give advice on best practices for operations, defining strategy, etc.
You Should Have....
  • Experience in a leading role in analytics with customer support and/or customer support management.
  • Eagerness to be a leader for Zendesk in understanding what customer health means, and willing to go deep and learn from co-workers and other CX companies about this aspect of the industry
  • Desire to seek insight, drive to use data, presented in the right way at the right time, that allows Gympass to take action and radically improve the experience of our customers.
  • Strong proficiency in data visualization as well as ability to be an empathetic listener in order to design solutions (e.g. reports, dashboards) that significantly improve business in spite of the inevitable issues with data availability, format, quality, source, etc.
  • Advanced SQL skills
  • Advanced Tableau Desktop skills 
  • Zendesk experience (strongly preferred)
  • Strong sense of ownership

BENEFITS

We're a wellness company that is committed to the health and welfare of our employees. Our benefits include:

  • Health, dental, and vision insurance
  • Gympass membership, workout anywhere anytime for the cost of one lunch
  • Competitive PTO, sick time, company-observed holidays and a floating holiday 
  • Paid parental leave
  • Education reimbursement program
  • Outstanding opportunities for personal growth and career development
  • An exciting and supportive atmosphere with intelligent (hey, at least we think so) and ambitious people from around the world!

Gympass is an Equal Opportunity Employer. Gympass does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • IntercomEmail

Location

Our NYC HQ is in a trendy area with lots of shopping, restaurants, and fitness facilities. We also have offices across the US, Europe, and LATAM.

An Insider's view of Gympass

What’s the vibe like in the office?

Gympass is a high energy, fast-paced and incredibly flexible environment. It's always motivating to look around and see different teams accomplishing goals that once seemed so far off. We're encouraged to use Gympass, and there is always time to get a workout in. We practice what we preach and live our mission.

Alex McKee

Fitness Partnership Director

What's the biggest problem your team is solving?

The biggest problem my team works to solve daily is how to provide the greatest client experience around. We are constantly asking ourselves "How do we build a relationship that is strong and memorable each and every day?" We are our greatest competition - and it is a joy to show up every day to compete against ourselves as a team and company.

Danielle Perez

Manager, US Fitness Accounts

How does the company support your career growth?

We support growth both professionally and personally primarily through our performance management process. We have two formal reviews each year, as well as quarterly goal setting and checkins. We encourage our employees to own their careers by proactively seeking development opportunities and speaking openly about how we contribute to their growth.

Nikki Salenetri

VP, Human Resources

How do you empower your team to be more creative?

We are growing rapidly, so our goal-setting process empowers people to make decisions quickly. A tops-down structure would never work here. Our employees propose goals upwards and have ongoing discussions to ensure they are driving the right outcomes. We’re not afraid to make mistakes, so we learn fast and adjust course.

Denis Hickey

Global Head of Compensations and Benefits

How has your career grown since starting at the company?

I joined Gympass in an individual contributor role allowing me to become fully immersed in every part of the sales cycle. After being successful in this role, I was quickly afforded the opportunity to be part of sales leadership and use my experience to coach and support my team in the most effective way of driving our mission.

Craig Collins

Head of Business Development, East

What are Gympass Perks + Benefits

Gympass Benefits Overview

We're a wellness company that is committed to the health and well-being of our employees.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Gympass offers three types of plans: PPO, EPO, HDHP (HSA available)
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
We love to try out local fitness studios together using the Gympass platform!
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Child Care Benefits
Gympass offers Dependent Care FSA.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
Time allotted for learning
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