Full-Time

Sr. Manager

Support Knowledge and Content

Confirmed live in the last 24 hours

Peloton

Peloton

1,001-5,000 employees

High-energy indoor cycling workouts at home

Consumer Software
Education
Consumer Goods

Senior

Plano, TX, USA

Category
Project Management
Strategy Development
Business & Strategy
Required Skills
Salesforce
Requirements
  • 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.
Responsibilities
  • 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.
  • Lead cross-functional teams in integrating knowledge management practices into day-to-day support operations, ensuring content is accurate, timely, and effective.
  • 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.
  • 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.
  • Establish and monitor key performance indicators for knowledge management activities, regularly reporting on their impact to inform ongoing strategy adjustments.
  • 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.
  • 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.

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 workouts, creating a steady revenue stream. The company's goal is to offer a convenient and engaging way for people to exercise 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

-7%

1 year growth

-8%

2 year growth

-19%
Simplify Jobs

Simplify's Take

What believers are saying

  • Peloton's new CEO, Peter Stern, may bring innovative strategies from his Apple experience.
  • The launch of new programs like 'Road to 10K' expands Peloton's fitness offerings.
  • Integration of AI in fitness apps could enhance Peloton's user experience.

What critics are saying

  • Increased competition from fitness apps offering personalized plans may affect Peloton's user base.
  • Closure of the Vancouver store suggests potential financial or strategic challenges.
  • New audio-focused app may confuse users accustomed to Peloton's visual brand identity.

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 combines hardware, software, and content for an efficient workout experience.

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Benefits

Comprehensive health & life benefits

Supporting families

Future planning

Education

Product discounts

Supporting our communities