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Service Design Workflow Systems Administrator

Peloton, Plano, TX

High-energy group fitness in your living room


SERVICE DESIGN WORKFLOW SYSTEMS ADMINISTRATOR 

THE ROLE: 

Peloton's Membership team is responsible for: 

  • Ensuring a seamless, on-brand experience throughout the end-to-end member journey
  • Deploying tailored engagement and retention efforts to drive usage and minimize churn
  • Providing personalized and elevated support for our members whenever they need assistance 

Service Design Systems Administrators design, build, and support the technical systems and processes utilized by the Member Support team. Analysts collaborate across the business to design internal processes and tools. 

Service Design works end-to-end: anticipating needs and preventing problems and errors; leveraging automation and self-service capabilities appropriately; optimizing access by channel based on topic and resolution success; and building and implementing highly effective and efficient assisted service approaches.

WHAT YOU’LL DO: 

The Service Design team is part of the Membership team and is rooted in crafting Support experiences that impress members every time. We obsess over every interaction that a Member has with us and design for delightful and low effort resolution. Peloton is evolving all the time, and our community turns to us as the experts to offer guidance in an empathetic, authentic, human and direct way. We are data-driven, collaborative, and understand how to drive the best outcomes for both our Members and the Membership team. 

Responsibilities for the role include: 

  • Design, build, and support process, procedures, and systems for support-related workflows to create intentionally efficient and easy to use methods for delivering positive impact for support and service teams. 
  • Leverage data to identify and improve self-service containment across our self-service channels
  • Recognize and solve gaps in our current systems designs and optimize tools to craft optimal team experiences and drive efficiency. 
  • Develop controls and risk mitigation strategies to ensure business continuity and prevent service failures. 
  • Partner with cross-functional systems owners to collaborate and manage the flow of data in between all business systems. 
  • Create a reporting mechanism to department leaders on agent efficiency to measure Member Support teams performance and identify opportunities for improvements 
  • Evangelize information security throughout the organization, designing processes and systems with strong protection in mind. 
  • Maintain a change log of system changes and their impact on the business. 

QUALIFICATIONS:

  • Minimum of two years experience in a systems administrator role 
  • Understanding of system architecture, data management, and integrations
  • Demonstrated interest in leading projects and programs that involve multiple stakeholders; comfortable collaborating with others 
  • Strong quantitative, analytical, and problem-solving skills 
  • Basic knowledge of at least one programming language (Javascript, Python, etc.)
  • Ability to work collaboratively in a team environment 
  • Effective oral, presentation, and written communication skills 
  • Risk management, standards, and policies formulation experience preferred
  • Zendesk and/or Talkdesk experience preferred
  • ITIL and/or Project Management experience preferred

 

ABOUT PELOTON:

Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.

“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. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out.

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. 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.

About Peloton

Founded in 2012, Peloton is a global interactive fitness platform that brings the energy and benefits of studio-style workouts to the convenience and comfort of home. We use technology and design to bring our Members immersive content through the Peloton Bike, the Peloton Tread, and Peloton Digital, which provide comprehensive, socially-connected fitness offerings anytime, anywhere. We believe in taking risks and challenging the status quo by continuously innovating and improving. Our team is made up of passionate brand ambassadors, and we know that together, we go far.


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