Product Manager, Member Support Technology ( Salesforce - Service Cloud)

Company: Disability Solutions
Location: Plano
Posted on: November 1, 2024

Job Description:

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.).#LI-SS1#LI-HybridABOUT 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.comPlease 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 on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @ 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.

Keywords: Disability Solutions, McKinney , Product Manager, Member Support Technology ( Salesforce - Service Cloud), IT / Software / Systems , Plano, Texas