Assistant Manager, Studio Experience Job at Peloton Interactive, Inc 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 and 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 of staff, scheduling, and seeing that 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 on 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 VIPs invites and communication
• Ensuring producers are aware of all VIPs and special guests within classes (birthdays, milestones)
• Ensure member check in is seamless and adhering to company and local government guidelines for health and safety
• Ensure team have been zoned appropriately per shift; breaks and tasks are allocated
• Communicate with senior leadership regarding any production flags or highlights
• Perform any 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 but not limited to birthday celebrations, milestones and anniversaries
• Create and build reports of members traveling to studios celebrating achievements through TeamUp
• Build out group booking programme, 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 but not limited to tours for new members, VIPs, high-profile guests as well as all scheduled tours in-studio
• Responsible for team responding to members and requests specific to Studio Experience through Salesforce and handling these within agreed KPIs
• Quality Assurance and monitoring of teams 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 teamplayer environment “Together We Go Far”
• Be flexible to support in any additional studio activations or duties outside of our member class offering, including but not limited to 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