Manager - Member Services Technology

| Greater NYC Area
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Peloton’s IT organization is seeking an experienced Manager, Member Services Technology to play a key role in supporting the Member Services teams as we continue to grow. You will have one direct report and work with the larger Enterprise Systems team to deliver solutions that improve the member support experience at Peloton. You should feel comfortable analyzing, diagnosing and influencing the IT roadmap while leading strategic projects and solutions.

The Manager, Member Services Technology will be accountable for improving the technology landscape that supports the member services and service design team. This role reports to the Director of Member Experience IT, who manages core service offerings for the team. 

This role offers a unique opportunity to be a part of a growing, driven global organization with ownership over a portfolio that delivers value to our Member Services team and Peloton overall. The ideal candidate calls for a flexible and well-rounded individual with operational and management experience – someone who is self-motivated, detailed oriented, collaborative, and has strong skills in member support technology.

  • Partner with Global and local Member Support colleagues to ensure a complete understanding of business needs and pain points.
  • Form strong working relationships with member support and service design staff that run the core processes locally, regionally and globally
  • Form strong working relationships with your Peloton peers and across the IT organization
  • Critically evaluate business processes and needs and help build the roadmap to deliver soluitons
  • Monitor project progress, ensure projects are delivered on time and on budget
  • Collaborate with internal and external stakeholders
  • Coordinate and lead discussions to ensure understanding and alignment to projects and initiatives

Basic Job Requirements

Education or Certifications

  • 5+ years of overall customer support IT experience
  • Minimum of a Bachelor's degree in a related field

Work Experience

  • 5+ years of related experience in an IT Manager or equivalent role
  • Proven ability to deliver solutions and provide support and guidance in challenging technical, custom and package software implementation projects.
  • Must have experience working with cross-functional teams to deliver results. ultiple responsibilities.

Technical Skills

  • Experience working with Customer Support software such as Zendesk and Service Cloud
  • Experience with customer support and ERP system integrations
  • Experience guiding the technical roadmap for Member Support 
  • Balance of strong business process knowledge and experience implementing mix of custom and package software to meet business needs

Computer Skills

  • Experience with Jira and Confluence.

Language Skills

  • Fluent in English (written and verbal) – other language skills would be beneficial

Global Experience

  • Prior global experience

ABOUT PELOTON:

Founded in 2012, Peloton is a global interactive fitness platform that brings the energy and benefits of studio-style workouts to the convenience and comfort of home. We use technology and design to bring our Members immersive content through the Peloton Bike, the Peloton Tread, and Peloton Digital, which provide comprehensive, socially-connected fitness offerings anytime, anywhere. We believe in taking risks and challenging the status quo by continuously innovating and improving. Our team is made up of passionate brand ambassadors, and we know that together, we go far.

Headquartered in New York City, with offices, warehouses and retail showrooms in the US, UK and Canada, Peloton is changing the way people get fit. Peloton has been named to many prestigious industry lists, including Fast Company's Most Innovative Companies, CNBC's Disruptor 50, Crain's New York Business' Tech25 and Fast50, as well as TIME's Genius Companies. Visit www.onepeloton.com/careers to learn more about joining our team.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • React NativeLanguages
    • ReactLibraries
    • ReduxLibraries

Location

In the heart of Chelsea, and not too far from our studios, the Peloton office is in a very easy location to get to from anywhere in the city!

What are Peloton Perks + Benefits

Culture
Eat lunch together
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Promote from within
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