Service & Repair Field Support Manager

ABOUT THE ROLE 

Peloton is seeking a Field Support 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 Support Manager, you will serve as a subject matter expert that works across internal and external teams to continuously improve the repair experience for our members. In this role, the successful candidate will leverage data to identify areas of opportunity to improve the experience provided by GMS, Final Mile, and Service & Repair to ensure all members have a seamless repair experience from start to finish. 

The ideal candidate will have advanced analytical skills and proven people leadership skills to drive performance of a team of passionate hourly associates. You will focus on identifying gaps in people, process, and tools, to provide clear resources and models for the Field Execution Manager(s) to utilize to drive performance of our 3PL repair providers while sustaining process improvements working in tandem with the extended post sales support team. 

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You will anticipate factors that may impact the member experience and in partnership with the Service & Repair leadership team, implement strategic initiatives to drive the member experience while leading a team of specialists who interact with 3PL repair technicians, delivery personnel, and Member Support agents to provide real time, in the moment support 

YOUR DAILY IMPACT AT PELOTON 

• Utilize data to identify gaps and opportunities for improving our overall repair service experience
• Identify opportunities and provide clear direction, tools, and resources for the Field Execution Manager to leverage to drive tangible improvements with the 3PL providers 
• Track and monitor invoicing and be able to identify any exceptions
• Weekly Business Performance Management of OKRs (objectives and key results) across the Repair Services Network & Repair Specialist Team. 
• Work closely with the Service & Repair Operations team to monitor stock levels and inventory issues of spare parts to ensure optimal appointment windows and to drive first time fix rate
• Improve multi-functional communication with our 3PLs to support our continued business growth
• Assist Service & Repair Sr. leaders in projects and initiatives that support our overall repair service network growth strategy 
• Accountable for the leadership and accountability of the Service & Repair Specialist team and the day to day functions of a reporting team of Service Specialists 
• Leverage data and insights from the specialists to partner with technical content team to deliver relevant learning and continuing education to delivery drivers, service technicians and Member support agents 

YOU BRING TO PELOTON 

• 3+ years of experience in supply chain/logistics, repair services, or a related technical field
• 2 Years leadership experience and/or management of hourly team members
• Proven experience working with advanced datasets to drive process improvement
• Bachelor’s Degree in a business related field is preferred 
• Proven track record of creating and driving best in class service processes and key performance indicators that will result in a LEAN focused organization with the goal of a perfect repair experience 
• Desire to work in a fast-paced environment with a strong emphasis on superior customer service
• Advanced skills in MS Excel, GSuite required 
• Advanced skills with 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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