About The Role:

Peloton’s Global Enterprise Technology organization in Plano, TX  is seeking a Product Manager who is passionate about enhancing the customer experience through technology and eager to make a meaningful impact within a dynamic and innovative company like Peloton. The Product Manager will take the lead in building the technology roadmap for our Customer Experience Org, with a laser focus on delivering exceptional member support. In this role, you’ll identify opportunities to improve our member support CRM stack, partner closely with cross-functional teams, and leverage your expertise to recommend changes that reduce friction points for our valued Peloton Members and agents. With a strong emphasis on collaboration and data-driven decision-making, you’ll be at the forefront of creating a seamless member experience while working in a fast-paced and rewarding environment.

This role offers a unique opportunity to be a part of the evolving Enterprise Technology Team at a global, result-oriented, fast-growing company. The ideal profile of this position calls for a flexible and well-rounded individual, someone who is self-motivated, detailed oriented, collaborative, and highly skilled at translating business pain points into a robust roadmap, operating with a bias for action. Lastly, the ideal candidate should have a deep understanding of all Contact Center Technology with a specialization in Salesforce Service Cloud and other Contact Center Technology Systems (Amazon Connect, ADA, etc.). The success of this role will be measured by reduction of contacts per case, reduction of agent handle time, and increase to Member Satisfaction rating.

What you will do:

• Build and maintain strong relationships with customer support leadership, effectively communicating the vision and strategic direction for the CRM platform to ensure alignment and support from key stakeholders.
• Create and execute a roadmap for ongoing Salesforce CX platform improvements that will reduce Member friction and increase member satisfaction. 
• Become the resident expert in Peloton’s member experience through shadowing our agents, listening to Member cases, and understanding how our systems are used to solve issues when the member contacts support.
• Collaborate on Request for Proposals (RFPs) as needed to represent Enterprise Technology requirements for new and existing systems.
• Gather input and feedback from relevant cross-functional partners and leverage data analysis to support decision-making.
• Identify opportunities for consolidation and integration to optimize efficiency.

What you will have:

• Over 3 years of experience in product management, with a focus on Salesforce ( preferable with Service cloud)
• Salesforce Administrator and Service Cloud certification is highly preferred.
• Strong understanding of customer support processes and best practices.
• Excellent problem-solving skills and the ability to analyze data to drive decision-making.
• Exceptional communication and interpersonal skills for collaborating with cross-functional teams.
• Strong organizational skills and the ability to work in a fast-paced, dynamic environment.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Management of full development life cycles in an agile environment for software applications using tools such as Visio and JIRA is highly desired.
• Intermediate skills in general office systems, equipment, and applications to support business needs (e.g., Google Docs, Sheets, Slides, Project Management systems, etc.).

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