Position Summary:
This role reports to the Vice President, Supply Chain & Logistics and will focus on building, growing, and leading the Service & Repair Operations group. This individual will be responsible for the processes and policies that ensure our Members receive a world-class service experience whenever they need us, from first contact to their next workout. This individual will also drive innovative Reverse Logistics strategy and operations, to drive optimal cost (net recovery value) and operational excellence. They will have a strong bias for action, and be a highly analytical, creative, problem solver who is obsessed with delivering engaging Member experiences. This role will be responsible for the execution of Key Performance Indicators (KPIs) directly related to safety, member satisfaction, service cost, speed-quality-satisfaction, net recovery value, and capacity planning. The role works closely with Member Experience, 3PL partners, Planning and Analytics, Learning and Development, People teams, Refurbishment operations, Product, Procurement, Network planning, Warranty and the broader Supply Chain & Final Mile teams to create elevated Service and post-sale operations experience. This individual will help build the overall strategy and approach for how we evolve repair service strategy, fulfillment, refurbishment, and returns. Finally, they will ensure all partners are aware of successes, opportunities, and risks, gathering their insight to advise future repair service operations execution.
Key Responsibilities:
- Oversee establishment and interpretation of key performance indicators, analytics, and reporting in order to improve member satisfaction and offer solutions of differentiation
- Responsible fo operational excellence for all returns related activities and operations
- Manage external relationships and effectively communicate with third party service providers on all aspects of the program to include program execution, IT interface, customer service, risk management, sales growth etc.
- Drive a continuous improvement program based on the desire to become a world class service provider in the wellness and tech industries
- Develop a clear and compelling vision for repair service experience at Peloton, informed by feedback from our Members and internal partners, that is consistent with the elevated brand experience expected by our Members
- Identify expansion opportunities, negotiations, implementation and ongoing management
- Will build productive working relationships with various internal departments, and 3rd Party providers to implement strategies and achieve results
- Recruit, maintain and develop a highly trained and motivated team
- Develop and manage the service budget for Field Operations & 3PL
- Responsible for the strategy for global Services fulfillment offerings (In house and 3rd party) and will be responsible for all metric performances by providing strategic leadership and directing the
- Company’s Services/ Delivery Program. Implement industry standard methodologies and develop and enhance services strategies, policies and processes
- Ensuring proper compliance for all scrap executions submitted by Reverse Logistics
- Coordination and execution of internal and 3PL Service Training and Certification programs
- Partner with service leadership to develop and implement standard methodologies for service operations, and to ensure compliance throughout the organization
- Stay abreast of emerging trends and technological innovations in order to promote development and implementation of new systems, processes, program features/benefits, and initiatives
- Ensure compliance with all federal, state and local laws and regulations concerning Services and Delivery
Required Education & Experience:
- Strong analytical skills and deep understanding of repair service operations to make data-driven decisions in order to optimize the various levers of the service experience (Order to Service, Member satisfaction and NPS)
- Successful experience in driving strategy development from conception to execution
- A hands-on leader with a bias for action who is willing to do the work while also establishing the team for the future
- Service orientation, with experience and a passion for customers and continuous learning
- Ability to maintain a flexible demeanor and successfully operate in ambiguous situations
- Proven ability to operate effectively in a rapidly changing and problem-solving environment
- 8+ years of experience developing and leading impactful Field Service / Repair / Customer Service Operations and Programs
- 8+ years of experience in leading reverse logistics with success in cost and operations management