Manager, Social Care - Member Support Operations
Peloton
ABOUT THE ROLE
We are looking for a Social Care Manager to join our globally diverse and talented team within our Member Support organization. In this role you will play a pivotal part in safeguarding and enhancing our brand’s reputation through proactive social support management and Member engagement specific to the Member’s experience post-purchase. You and your team will monitor all of Peloton’s social accounts (Facebook, X (formerly Twitter), Instagram, LinkedIn, etc.) as an extension of our existing Member Support channels. This role is not only about monitoring and responding to social media interactions but also about creating a strategic framework that drives Member satisfaction while minimizing and mitigating negative experiences. You will also work closely with our extended Member Support Operations leadership team to recognize trends driving Member dissatisfaction, and identify ways to drive performance across our Support teams to ultimately provide a Best In Class support experience. You will also create innovative ways to leverage the various social platforms to drive awareness to Member impacting incidents, updates, resolutions, and fixes.
YOUR DAILY IMPACT AT PELOTON
- Oversee the monitoring of social channels for Member Support issues and potential crises.
- Analyze social data to identify trends, issues, and areas for improvement.
- Develop strategies to mitigate Member friction, frustration, and potential escalations.
- Drive initiatives that compliment our traditional Member Support channels (phone, chat, email) through timely, empathetic, and effective social engagement.
- Ensure timely and effective engagement with members to address their concerns.
- Provide regular reports on social insights and member feedback to the relevant stakeholders.
- Lead crisis management efforts on social platforms to protect the brand’s image and reputation.
- Train, mentor, lead and support the social listening team to ensure high performance.
- Work closely with other departments, such as marketing, customer service, press, membership, supply chain, etc. to address issues and implement solutions.
- Stay updated on social trends and best practices to continuously improve the social listening function.
- Partner with cross-functional teams within Global Member Support and across Peloton to help implement processes to prevent escalations and resolve issues before they negatively impact the brand.
YOU BRING TO PELOTON
- 3+ years of experience in a management role
- Bachelor’s degree in Marketing, Communications, Public Relations, or a related field.
- Proven experience in social platform management and customer care, preferably within a similar industry.
- Excellent written and verbal communication skills with a keen eye for detail.
- Strong understanding of social platforms, trends, and best practices.
- Ability to handle multiple tasks and manage time effectively in a fast-paced call center environment.
- Proficient in social analytics tools and platforms.
- Strong problem-solving skills and a customer-centric attitude.
- Ability to work independently as well as part of a team.
- 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.
- Experience with social platform advertising and paid campaigns.
- Familiarity with CRM systems and customer service software.
- Creative thinking and the ability to generate innovative content ideas.
- Knowledge of SEO and web traffic metrics.
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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: applicantaccommodations@onepeloton.com
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