Senior Manager

ABOUT THE ROLE

Peloton is searching for a Senior Manager, Training and Quality Assurance to join our Member Support team in our Plano, TX office. In this role, you will be responsible for managing our internal Training and Quality Assurance teams, overseeing elements of the learning environment and quality assurance program for a distributed team of Member-facing associates at both inhouse and outsourced locations. You will help strategize, design, build, and implement an extensive knowledge management capability using standard methodologies in tools and processes specifically for an environment of rapid change. Central to this role is the mission of creating a cohesivity between training and quality that has a measurable impact on the Peloton member. This role is built for a leader who thrives on problem solving, change management, and who can strategically communicate at both the executive and associate levels of the business.   

YOUR DAILY IMPACT AT PELOTON

• Shape and execute the learning and quality assurance strategy for both internal GMS teams and outsourced Business Partners.
• Responsible for ensuring associate proficiency including but not limited to: New hire training and onboarding, ongoing learning and development, curriculum and instructional design, training delivery, and KPI driven measurement and evaluation
• Design, lead, and implement an innovative, cohesive, learning and development strategy aimed at driving the highest quality and consistency of support across all agents and sites
• Partner with cross functional teams to address changes in the business support processes and tools in order to build and implement comprehensive learning solutions
• Coordinate with the People team, operational leaders (inhouse and outsource), and workforce planning to build new hire cohorts, learning needs, and ongoing training schedules that ensure workforce readiness
• Create a learning roadmap supported by curriculum, content, and a training management system with controls that ensures consistent training across all of our sites while incorporating improvement feedback and ensuring ongoing alignment to changes
• Create a quarterly, KPI driven analysis to Monitor the effectiveness of our learning and development programs to ensure agent proficiency and create a culture of employee engagement and development
• Build and refine regularly a Quality program that measures our Quality with complete alignment with our MSAT.
• Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.

YOU BRING TO PELOTON

• 5+ years of leadership experience in the quality, learning and knowledge management fields
• An amazing communicator and highly effective at working across and supporting teams with varied strengths in diverse locations
• A strategic leader that can drive a vision
• An experienced professional in the space of large-scale operations especially global contact center environments
• An innovator who uses data and technology to invent new yet practical and effective learning solutions specific to the environment
• A Quality leader that can identify and share trends revealed in the Quality process
• A global manager capable of building and sustaining a dedicated team of both directed and partnered teams reporting across multiple sites and outsource partners
• Able to prioritize and juggle multiple projects remaining focused on attention to detail
• A personable and empathetic teammate who’s able to work with a variety of partners
• Someone who thrives in a fast-paced, self-starter dynamic environment
• A passion for investing and developing people

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