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Senior Manager, Learning and Knowledge Management, Member Support

Peloton, Plano

High-energy group fitness in your living room


Senior Manager, Learning and Knowledge Management, Member Support

Location: Plano, TX

General role description:

Peloton is searching for a Senior Manager of Learning and Knowledge Management to join our Member Support team. In this role you will be responsible for all elements of the learning environment for a global team of Member-facing associates at both inhouse and outsource locations.  Additionally, you will help strategize, design, build, and implement a comprehensive knowledge management capability leveraging best practices in tools and processes specifically for an environment of rapid change. This role will play a critical part in helping the organization meet its dramatic growth trajectory while creating consistently excellent Member experiences as measured by an incredibly aggressive goal of 100 NPS.

Location: Plano, TX

What You’ll Do

  • Global leader of learning who is responsible for ensuring agent proficiency via: new hire training and onboarding; ongoing learning and development both for refreshers and new products/initiatives; curriculum and instructional design; training delivery including train-the-trainer effectiveness; and measurement and evaluation.
  • Design, lead, and implement innovative learning and development strategies aimed at driving the highest quality and consistency of support across all agents and sites.
  • Partner with operational leaders and partner functions (e.g., Sales, Logistics) to understand learning needs and priorities and design programs to ensure mission-ready agents for the workforce
  • Partner with service design leaders to assess changes in the business support processes and tools in order to create and execute comprehensive learning solutions
  • Coordinate with the People team, operational leaders (inhouse and outsource), workforce planning, and service design to forecast learning needs and the talent pipeline in order to build new hire cohorts and ongoing training schedules that ensure workforce readiness within workforce plans and schedules
  • Co-lead with People team and operational leaders onboarding and early engagement plans designed to ensure every new employee has a “best place to work” start of their Peloton journey
  • Create a learning roadmap supported by curriculum and content and a training management system with controls that ensures consistent training across all of our sites while incorporating improvement feedback and ensuring ongoing alignment to changes
  • Innovate and leverage multiple channels and tools to support an array of learning styles.
  • Create knowledge management practices specific for the Peloton environment inclusive of tools, processes, and metrics
  • Monitor and analyze the effectiveness of our learning and knowledgement programs to ensure agent proficiency and create a culture of employee engagement and development.

Who You Are

  • You have 5-10 years of leadership experience in the learning and knowledge management fields
  • An awesome communicator and highly effective at working across and supporting diverse teams in diverse locations
  • An expert in adult learning and creating engaging and hands-on curriculum that optimizes for training time and learner experience
  • An experienced professional in the space of large-scale operations especially global contact center environments
  • A leader with a vision for how to connect learning and knowledge management to employee engagement in order to foster development so that a ‘job’ becomes a ‘career’
  • An innovator who uses data and technology to invent new yet practical and effective learning solutions specific to the environment
  • A global manager capable of building and sustaining a high performance team of both directed and dotted line reports across multiple sites and outsource partners
  • Able to prioritize and juggle multiple projects remaining focussed on attention to detail
  • A personable and empathetic team player who’s able to work with a variety of stakeholders
  • Someone who thrives in a fast-paced, self-starter dynamic environment
  • You have a passion for investing and developing people.

About Peloton

Founded in 2012, Peloton uses technology and design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We bring our Members live and on-demand workouts from the world’s best instructors via the Peloton Bike, Peloton Tread and Peloton Digital platforms.

We believe in taking risks and challenging the status quo by continuously innovating and improving. We put our Members first and obsess over every touchpoint of their experience. We hire the best and encourage all of our associates to be passionate brand ambassadors. Most important, we know that together, we go far.

Headquartered in New York City, Peloton was named the fastest growing company in the city by Crain’s and is consistently named among the most innovative companies by Fast Company. Peloton’s investors include True Ventures, Fidelity Investments, Wellington Management, JP Morgan Private Bank, NBCUniversal, and Kleiner Perkins. Learn more at onepeloton.com.

About Peloton

HOW IT ALL STARTED

Founded in 2012, Peloton brought top talent together in its NYC headquarters to create a new concept in fitness. We loved cycling but had a hard time finding a workout that consistently fit our schedules, and our at-home workouts never felt quite up to par. So, we set out to create a world-class indoor cycling studio experience on your time, and in the comfort of your own home.

A NEW CONCEPT IN FITNESS

At-home fitness equipment has not evolved at the same pace as the group exercise classes that take advantage of trends in fitness, fashion and music to keep you motivated. Peloton has changed this by marrying sophisticated technology with beautiful and thoughtfully designed fitness equipment.

THE PELOTON DIFFERENCE

We are more than just a class, a cycling studio, and a bike. We deliver a fully engaging experience with the technology to make every workout effective, and the social connection to make every workout addicting.


Be a Better Peloton Candidate

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Want to learn more about Peloton? Visit Peloton's website.