Full-Time

Senior Manager

Training and Quality

Posted on 6/27/2024

Peloton

Peloton

1,001-5,000 employees

High-energy indoor cycling workouts at home

Consumer Software
Education
Consumer Goods

Senior

Plano, TX, USA

Category
Human Resources
People & HR
Requirements
  • 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
Responsibilities
  • 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.

Peloton provides high-energy indoor cycling workouts through its exercise bike, which streams live and on-demand classes to users' homes. The bike features a large screen for classes led by professional instructors, catering to all fitness levels. Peloton's business model combines hardware sales with a subscription service for access to its extensive library of classes, creating a steady revenue stream. The company's goal is to offer a convenient and engaging way for people to work out at home, building a loyal community of fitness enthusiasts.

Company Stage

IPO

Total Funding

$967.6M

Headquarters

New York City, New York

Founded

2011

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration of AI-driven coaching enhances personalized workout experiences for users.
  • Hybrid fitness models expand engagement through in-person and virtual classes.
  • Wearable tech advancements improve Peloton's performance metrics and user engagement.

What critics are saying

  • Increased competition from fitness apps may draw users away from Peloton.
  • Closure of Vancouver store suggests financial or strategic challenges in retail.
  • Potential buyout by private equity firms could alter company strategy and offerings.

What makes Peloton unique

  • Peloton merges high design with technology for a unique fitness experience.
  • The company offers live and on-demand classes led by elite NYC instructors.
  • Peloton's business model combines hardware sales with subscription services for sustainability.

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Benefits

Comprehensive health & life benefits

Supporting families

Future planning

Education

Product discounts

Supporting our communities

INACTIVE