Field Execution Manager - Service & Repair

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

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