Manager, Social Care - Member Support Operations

ABOUT THE ROLE

We are seeking a dynamic Operations leader to join our Member Support Operations team. In this role this leader's primary focus will be leading and supporting the success of our new Social Care team here at Peloton within our Global Member Support organization. This role offers a unique opportunity to shape and lead our social care efforts while ensuring operational excellence as part of the broader Member Support team. In this Operations Manager role, you will oversee social engagement from a Member Support perspective monitoring platforms such as Facebook, Instagram, X (formerly Twitter), LinkedIn, and more. Additionally, you will manage your team as an integral part of the Operations Leadership Team, driving performance, accountability, and strategic improvements across all of our support channels.

YOUR DAILY IMPACT AT PELOTON

• Lead and manage our Member Support Social Care team to monitor social platforms for support issues, engaging with Members to resolve concerns and prevent escalations.
• Identify support related social trends and insights in support of positive Member engagement and operational excellence, sharing findings with cross-functional teams and stakeholders.
• Collaborate closely with our other Member Support Operations leaders to drive key performance metrics, including MSAT, response times, and other Operational OKRs and priorities.
• Develop and implement strategic action plans for social care initiatives that align with our broader Member Support goals and OKRs.
• Proactively manage and mitigate potential or emerging Support related crises on social platforms to protect Peloton’s brand reputation, working with internal teams for alignment and communication.
• Ensure that the Member experience provided by our Social Care team is aligned with and compliments our traditional Member Support channels (phone, chat, email) through timely, effective social engagement.
• Coach and develop our Member Support frontline team members in support of their growth ensuring alignment on business objectives and performance targets.
• Drive team accountability and operational efficiency through regular feedback, data-driven insights, and structured action plans.
• Work cross-functionally with a wide array of Peloton workgroups, teams, and business units to implement solutions that reduce Member effort and friction.

YOU BRING TO PELOTON

• 3+ years of management experience, with a focus on operations in a call center environment, preferably in social care, customer care, and/or executive level escalation support capacity.
• Strong understanding of social platforms, social analytics tools, trends, and social care best practices.
• Proven ability to lead a team with direct responsibility for driving the team's performance, setting targets as well as performance goals, managing team productivity and performance management.
• Excellent communication skills, both written and verbal, with the ability to manage high-pressure situations and escalations.
• Strong problem-solving skills, customer-centric attitude with the ability to balance short-term response with long-term operational strategy.
• Collaborative mindset with the ability to work cross-functionally to implement process improvements and support Member success.
• Ability to handle multiple tasks and manage time effectively in a fast-paced call center environment.
• Comfortable working independently as well as part of a team.
• Familiarity with Bazaarvoice and/or Sprinklr
• Creative thinking and the ability to generate innovative content ideas rooted in creating a positive Support experience.
• Experience working with CRM and customer service software, with a preference for candidates familiar with SEO, web traffic metrics, and data analysis.
• Bachelor’s degree in Marketing, Communications, Public Relations, or a related field.

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