Manager, Social Care - Member Support Operations

Company: Disability Solutions
Location: Plano
Posted on: November 16, 2024

Job Description:

ABOUT THE ROLEWe are seeking a dynamic Operations leader to join our Member Support Operations team. In this role this 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. This role offers a unique opportunity to shape and lead our social care efforts while ensuring operational excellence as part of the broader Member Support team. In this Operations Manager role, you will oversee social engagement from a Member Support perspective monitoring platforms such as Facebook, Instagram, X (formerly Twitter), LinkedIn, and more. Additionally, you will manage your team as an integral part of the Operations Leadership Team, driving performance, accountability, and strategic improvements across all of our support channels. 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 compliments 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.YOU BRING TO PELOTON
  • 3+ years of management experience, with a focus on operations in a call center environment, preferably in social care, customer care, and/or executive level escalation support capacity.
  • Strong understanding of social platforms, social analytics tools, trends, and social care best practices.
  • Proven ability to lead a team with direct responsibility for driving the team's performance, setting targets as well as performance goals, managing team productivity and performance management.
  • Excellent communication skills, both written and verbal, with the ability to manage high-pressure situations and escalations.
  • Strong problem-solving skills, customer-centric attitude with the ability to balance short-term response with long-term operational strategy.
  • Collaborative mindset with the ability to work cross-functionally to implement process improvements and support Member success.
  • Ability to handle multiple tasks and manage time effectively in a fast-paced call center environment.
  • Comfortable working independently as well as part of a team.
  • Familiarity with Bazaarvoice and/or Sprinklr
  • Creative thinking and the ability to generate innovative content ideas rooted in creating a positive Support experience.
  • Experience working with CRM and customer service software, with a preference for candidates familiar with SEO, web traffic metrics, and data analysis.
  • Bachelor's degree in Marketing, Communications, Public Relations, or a related field.#LI-EV1ABOUT 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 immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. 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 www.onepeloton.com.At Peloton, we motivate the world to live better. "Together We Go Far" means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.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: applicantaccommodations@onepeloton.comPlease be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @ email address. If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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