Sr. Analyst, Service & Repair
Peloton
ABOUT THE ROLE
As a Senior Analyst, Service & Repair Systems you will lead critical operational aspects of Peloton’s service and repair business. In this role, you will take ownership of capacity management, drive impactful process improvements, and solve root issues that enhance member experiences. You will collaborate with cross-functional teams and leaders, proactively identify opportunities for improvement, and implement data-driven solutions. The position requires a self-starter who can lead initiatives, manage competing priorities, and drive meaningful change.
YOUR DAILY IMPACT AT PELOTON
- Lead and Drive Impact: Take ownership of service and repair capacity management processes, ensuring operational scalability and efficiency that directly impacts member satisfaction.
- Solve Root Issues: Identify systemic challenges, analyze root causes, and implement process improvements to resolve recurring issues.
- Proactive Capacity Management: Monitor, forecast, and adjust systems and plans to maintain optimal service and repair capacity, ensuring smooth operations across all markets. Report out on performance to ensure stakeholders are informed.
- Lead Cross-Functional Initiatives: Manage internal and cross-functional projects that improve processes, increase scalability, and support new business initiatives.
- Data-Driven Decision Making: Leverage SQL and other data tools to query databases, analyze information, and provide actionable insights for operational improvements.
- Collaborate with Experts: Partner with software engineers, vendor managers, and operational teams to enhance processes and deliver innovative solutions.
- Develop Tools and Insights: Build and maintain forecasts, reports, and dashboards in Looker, Google Sheets, and Excel to enable data-driven decision-making for labor management, financial goals, and employee experience.
- Mentor and Educate: Act as a subject matter expert in capacity management and service and repair operations, educating leaders and team members on best practices and tools.
- Enhance Systems: Maintain and improve Salesforce Field Service Lightning configurations to optimize service and repair team operations.
- Present and Influence: Deliver compelling written and verbal presentations to stakeholders at all levels, translating complex data into actionable insights.
YOU BRING TO PELOTON
- Leadership Experience: Proven ability to lead projects, drive process improvements, and solve root issues within complex operational environments.
- Technical Expertise:
- Experience with capacity management software (e.g., Salesforce Field Service Lightning, ServiceBench).
- Proficiency in scripting languages (e.g., Python) for data manipulation, statistical analysis, and automation.
- Experience with geospatial mapping tools (e.g., Maptive, ArcGIS, QGIS, or Tableau).
- Operational Expertise:
- Previous experience with demand planning, headcount forecasting, and capacity optimization.
- Strong understanding of service and repair operations, including managing team
workflows and capacity planning.Problem-Solving Skills: Ability to troubleshoot, analyze root causes, and implement impactful solutions.
- Collaboration and Communication:
- An outgoing, dynamic personality with excellent presentation and communication skills.
- Effective at working across diverse teams and managing a wide range of personalities.
- Preferred Experience:
- Redshift, LookerML, or other business intelligence tools.
- Experience supporting planning for operations, service, or repair teams.
- 3+ years of experience supporting complex software systems for an operations team.
- 3+ years of experience using Structured Query Languages.
- 3+ years experience designing and launching new delivery footprint territories
- Previous experience with demand and headcount planning.
- Possesses a strong, dynamic presence and outstanding presentation abilities.
- Open to and embrace changes in methodology and procedures.
- Able to work well both independently and in a team atmosphere with a bias for action.
- Strong problem-solving skills, including the ability to troubleshoot and think on your feet.
- Effective at working with a wide range of personalities.
- Experience with capacity management software - e.g. Salesforce Field Service Lightning, Service Bench or Other.
- Geospatial mapping experience - E.g. Maptive, ArcGIS or QGIS or Tableau
- Able to travel for project based assignments.
#LI-CG1
The base salary range represents the low and high end of the anticipated salary range for this position based at our Plano office. The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and 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!
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 innovative hardware, distinctive software, and exclusive content. 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.
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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.
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 applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.
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