Peloton Jobs Work From Home – Performance Analyst

Job Description:

In this role, you will leverage AI software like Tethr, customer satisfaction scores, and process improvement details in support of operational performance improvement. You will also work closely with our Operations and Data Analytics teams to leverage data and insights to support associate improvement and improve the Member experience.

Job Responsibilities:

• Participate in, and contribute to, any new policy training to ensure all policies are understood
• Develop process improvements to enhance overall data quality.
• Benchmark support reviews to ensure alignment, accuracy, and consistency across grading teams.
• Proposes training, support, materials, and shadowing to meet or exceed goals across the Support organization
• Designs and builds insight-driven tools, reports, and dashboards that provide real-time and easy access to Member feedback across the organization
• Performs regular root cause analysis with various tools to determine the key drivers behind Member satisfaction performance
• Works closely with the Operations & Data Analytics teams to leverage data and insights with the largest impact (CSAT/DSAT, etc)
• Facilitate the implementation of performance improvement initiatives in collaboration with operational leaders to drive improvement in associate performance
• Flag issues across policy, process, procedure, tool, and other factors to prevent failure modes and to support improvements
• Partner with operational leaders on priorities, evaluations, insights, learnings, and actions including following up on results
• Perform other duties as assigned by the direct manager or other members of the management team in support of improvements
• Analyze business metrics, Member feedback, and KPIs across multiple data sources

Job Requirements:

• Solicits feedback and makes improvements where necessary
• Demonstrates behaviors that clearly align with Peloton’s 5 core values
• Organized and able to prioritize work to best benefit the associates and Members
• Strong understanding of Zendesk and Zendesk reporting
• Someone who thrives in a fast-paced, self-starter dynamic environment
• A personable and empathetic team player who is passionate about Peloton
• Analytical orientation – sees problems through data and leverages reporting and analysis to drive action and evaluate results
• Able to work independently and prioritize to meet deadlines

Qualification & Experience:

• Experience with data visualization tools
• Excellent written and verbal communication skills including working with business partners in other departments to share information + best practices
• Experience with using Customer Service AI Software
• Excellent documentation and organizational skills

Job Details:

Company: Peloton

Vacancy Type: Full Time

Job Location: Plano, TX, US

Application Deadline: N/A

Apply Here

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