ABOUT THE ROLE
Peloton is seeking a Field Execution Manager for its Service & Repair team. The successful candidate will play an integral part in achieving the Service & Repair team goal of perfect member satisfaction through a seamless repair experience.
As a Field Execution Manager, you will serve as the single point of contact, and oversee the repair experience for defined markets across multiple 3PL repair providers. You will be the subject matter expert for all things Service & Repair and will interface with our various 3PL Service providers to ensure all members have a seamless repair experience from start to finish.
The ideal candidate will not only own the relationship with their defined 3PL service providers, but will also drive performance through regular meeting rhythms to review business performance and drive performance our our key performance indicators (KPI); Including first offer date, order to service date, first time resolution, cost per service visit, and post-service Member satisfaction survey (MSAT) results. You will focus on driving continuous improvement across our service providers, and sustain process improvements working in tandem with the extended global operations team.
You will anticipate factors that may impact the member experience and in partnership with Service & Repair leaders, and 3PL leadership, implement strategic initiatives to enhance the member experience and enable a feedback loop to foster an environment of continuous improvement.
YOUR DAILY IMPACT AT PELOTON
- Full responsibility for performance management of 3PL service provider’s performance and continuous improvement of the member repair experience for your designated markets
- Responsible for managing external relationships and effectively communicating with 3PL repair providers on all aspects of the program to include program execution, IT interface, customer service, risk management and cost optimization
- Develop strategic partnerships with assigned Service & Repair 3PLs to achieve high level performance and meet identified KPIs
- Drive performance of established department goals and organize workforce to accomplish results within budget and on schedule
- Be knowledgeable in industry trends, technology and macros, tailwinds, headwinds and competitive positioning and maneuvers affecting business as it relates to Service & Repair
- Identify gaps and opportunities for improving our overall repair service experience
- Execute financially sound, data-driven business strategies and solutions, which improve operating performance
- Drive operational excellence, delivering quality and cost effective solutions that exceed member expectations.
- Communicate opportunities for continued learning opportunities to meet quality improvement goals
- Foster all aspects of a great repair experience, from scheduling to the in-home experience
- Participate in Weekly Business Performance Management of OKRs (objectives and key results) across the Repair Services
- Improve multi-functional communication with our 3PLs to support our continued business growth
- Support in resolving escalated service tickets and general member dissatisfaction resolution
- Assist Service & Repair Sr. leaders in projects and initiatives that support our overall repair service network growth strategy
YOU BRING TO PELOTON
- 3+ years of experience in supply chain/logistics, repair services or 3rd party relationship management
- Consistent track record in leading execution of 3rd party final mile operations
- Bachelor’s Degree in a business related field is preferred
- Deep knowledge of the North America Service landscape (including in house and 3PL models), and functional knowledge of the supply chain including final mile, middle mile and multi-site warehouse operations
- Experience leading strategic partnerships with various internal departments and 3PL repair providers,
- Improve operational efficiencies by driving implementation of competitive, breakthrough solutions including new technologies and vendor-provided services
- Desire to work in a fast-paced environment with a strong emphasis on superior customer service
- Advanced skills in MS Excel, GSuite required
- Tableau, Looker and SQL preferred
- Strong analytical skills with problem solving attitude
- Willingness and ability to adjust to multiple tasks, shifting priorities and rapid changes.
- Self-motivated, ability to progress between working autonomously and collaboratively
- Good communication skills (oral, written, and numerical)
- Ability to effectively communicate to all levels of the organization
- Meticulous attention to detail and extremely well organized
- Able to travel up to 50% of the time with notice
#LI-CG1
#LI-Remote
The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, 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 policy
- Short-term and long-term disability
- Access to mental health services
- 401k, tuition reimbursement and student loan paydown plans
- Employee Stock Purchase Plan
- Fertility and adoption support and up to 18 weeks of paid parental leave
- Child care and family care discounts
- Free access to Peloton Digital App and apparel and product discounts
- Commuter benefits and Citi Bike Discount
- Pet insurance and so much more!
Base Salary Range
$120,000—$162,000 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 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: [email protected]
Please 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 here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com 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 [email protected] 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.
What the Team is Saying
What We Do
Peloton is the largest interactive fitness platform in the world with a loyal community of more than 6.9 million Members.
Founded in 2012 and headquartered in New York City, Peloton uses technology and design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime.
People often ask is what a Peloton actually is. It’s a cycling term for a pack that works together to fight the wind—and that's exactly what we do every day. We are a vertically integrated company comprised of team players working together across hardware, software, content, retail, apparel, music, logistics, and more. If you ask what unites and drives us, it’s our unwavering ambition to make a positive impact – for our members, for our communities, for our business, and for each other.
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Employees engage in a combination of remote and on-site work.
Our Hybrid Working Policy requires team members in US office-based roles to be in the office every Tuesday, Wednesday and Thursday.
