Sr. Manager, Support Knowledge + Content

Posted 5.20.24
Location
Plano, TX

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, and self-service tools. 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 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

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.
  • Best Practices and Knowledge Sharing: Advocate for and implement Knowledge Centered Service (KCS) principles and other industry best practices. Mentor team members to maintain high standards in knowledge creation, sharing, and management.
  • 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.
  • System Development and Coordination: Define the specifications for knowledge management 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.
  • International Content Strategy: Direct the strategy for our international member support content, ensuring consistency, process alignment, and engagement across all regions and languages, including overseeing translation efforts.
  • 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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ABOUT PELOTON:

Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members’ greatness. Join our team to unlock yours.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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