Assistant Manager, Studio Experience Job at Peloton Interactive in New York

ABOUT THE ROLE

Peloton’s Production Department operates two production studios 365 days a year to deliver both a broad offering of highly engaging subscription content and extraordinary boutique fitness offerings to our members. We are a highly collaborative, fast-paced department that constantly focuses on evolving our innovative programming and improving the luxury experience for our in-studio members! We are looking for an experienced professional for an exciting front-facing position reporting to our Studio Experience Manager, who has a strong passion to deliver outstanding customer service and hands-on people management.

YOUR DAILY IMPACT

• Act as a role model and brand ambassador for Peloton
• Contribute to creating a positive, upbeat, and energetic studio environment
• Ensure every member’s experience at Peloton Studios is consistently outstanding from end to end
• Responsible for managing the team inclusive of: day-to-day staff management, scheduling, and ensuring all operating policies, including service and safety, are being followed
• Demonstrate honesty and integrity and lead by example to influence and inspire others
• Assist Studio Experience Manager in Team Strategy; interviewing, hiring, and performance reviews
• Lead ownership for the studio reservation system admin along with handling weekly class lists for members and working to maximize capacity in all classes
• Responsible for handling VIP invites and communication
• Ensure producers are aware of all VIPs and special guests within classes (birthdays, milestones)
• Ensure member check-in is seamless and adheres to company and local government guidelines for health and safety
• Ensure team members are zoned appropriately per shift; breaks and tasks are allocated
• Communicate with senior leadership regarding any production flags or highlights
• Perform miscellaneous administrative tasks, including studio logs, trackers, etc.
• Handle customer issues/complaints with the utmost integrity and work to accommodate special requests whenever possible
• Lead post-class Meet & Greets including protocols, zoning, member photo moments, and ensuring members receive these photos in a timely manner
• Ideate and lead surprise and delight moments for members and guests before, during, and post member visits with the help of fellow studio departments- including birthday celebrations, milestones, and anniversaries
• Create and build reports of members traveling to studios celebrating achievements through TeamUp
• Build out group booking program, class packages, and promotional activities
• Hit community group booking financial KPI targets by setting individual team member targets and creative incentives to maintain motivation
• Design tiered Tour structure including tours for new members, VIPs, high-profile guests, and all scheduled tours in-studio
• Ensure the team responds to members and requests specific to Studio Experience through Salesforce and handles these within agreed KPIs
• Quality Assurance and monitoring of team work quality and quantity
• Ensure all onboarding and training tasks are completed by new team members, along with continued training for existing members
• Support in-studio social media initiatives set by the social/content team
• Responsible for updating/maintaining member photo booth system
• Network with other departments to build standard processes and promote a team player environment “Together We Go Far”
• Be flexible to support in any additional studio activations or duties outside of our member class offering, including event support, group, and corporate bookings.

YOU BRING TO PELOTON

• 2+ years management experience preferred
• 3+ years in a member/customer-facing role
• Outstanding customer service skills in the customer service/hospitality industry
• Ability to prioritize, multi-task, and be extremely well organized
• Exceptional communication skills
• Ambitious, hard-working, team-oriented, and passionate about the fitness industry
• Must have outstanding computer literacy
• Must be able to work a flexible schedule that includes weekends, holidays, early morning, and late evening weekdays, adapting to meet the needs of the business
• Reliable, professional, computer literate, upbeat, and friendly
• Strong interpersonal and relationship-building skills
• Must have excellent social skills, problem-solving, and strong time management skills
• Must have a positive, can-do attitude