Sr. Manager, Support Knowledge and Content

ABOUT THE ROLE

At Peloton, we are seeking a Senior Manager of Support Knowledge and Content to transform our member support services with expert knowledge management. This role is crucial for driving enhancements in our support center's effectiveness and boosting the overall member experience. You will take charge of optimizing our service delivery by developing and maintaining critical resources such as chatbots, internal knowledge articles, macros, self-service tools, and managing our internal department communications. Collaborating with our Service Design team and cross-functional partners, you will ensure that our strategies remain aligned with evolving policies and business changes.

As a leader within the Member Support team, you will champion the adoption of knowledge management best practices, mentoring your colleagues and team to ensure information is both accessible and user-friendly. Your strategic vision will be essential, but your willingness to engage directly with the challenges will truly set you apart. You are committed to nurturing an environment that values continuous learning and proactive knowledge sharing, all aimed at creating exceptional experiences for our members. You will be crucial in developing and executing our strategy in Member Support for documentation, internal department communications, the use of AI both internally and externally facing.

YOUR DAILY IMPACT AT PELOTON

• Strategic Leadership and Implementation: Spearhead the development and execution of strategic knowledge management initiatives that enhance the effectiveness of our support services and improve the overall member experience. Ensure these strategies incorporate the latest in self-service technology, internal knowledge bases, and AI tooling.
• Cross-Functional Collaboration: Lead cross-functional teams in integrating knowledge management practices into day-to-day support operations, ensuring content is accurate, timely, and effective.
• Knowledge Base Management: Oversee our internal and member-facing knowledge base, optimizing content to facilitate self-service solutions and enhance member satisfaction. Mentor team members to maintain high standards in knowledge creation, sharing, and management.
• System Development and Coordination: Define the specifications for knowledge, communication, and process documentation systems and oversee their implementation, working closely with technical teams to ensure seamless integration and functionality.
• Performance Metrics and Reporting: Establish and monitor key performance indicators for knowledge management activities, regularly reporting on their impact to inform ongoing strategy adjustments.
• Stakeholder Engagement: Engage with stakeholders and subject matter experts across the organization to gather insights into customer and employee needs, driving continuous improvements and ensuring alignment with business objectives.
• Leadership and Mentoring: Mentor and lead a team of specialized Knowledge Base Content Analysts, who will maintain and update content, execute strategy, and support the delivery of service.

YOU BRING TO PELOTON

• 5-7 years of experience in program management or knowledge management within a support or customer experience organization, preferably in the technology industry.
• Practical experience applying and implementing Knowledge Centered Service (KCS) principles and practices.
• Previous experience building and supporting Generative AI chatbots, bonus for experience using Ada.
• Demonstrated experience in using Gen. AI tooling and building self-service knowledge bases
• 2+ years of experience building Knowledge bases in Salesforce
• Strong verbal and written communication skills, with the ability to collaborate effectively with stakeholders to achieve business results.
• Demonstrated ability to adapt to new technologies and learn quickly, staying abreast of emerging trends.
• German language speaking skills a plus
• High levels of emotional intelligence (EQ), empathy, and proactivity, with the ability to lead cross-functional teams through influence.

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