ABOUT THE ROLE

We are looking for a Social Care Manager to join our globally diverse and talented team within our Member Support organization.  In this role you will play a pivotal part in safeguarding and enhancing our brand’s reputation through proactive social support management and Member engagement specific to the Member’s experience post-purchase.  You and your team will monitor all of Peloton’s social accounts (Facebook, X (formerly Twitter), Instagram, LinkedIn, etc.) as an extension of our existing Member Support channels.  This role is not only about monitoring and responding to social media interactions but also about creating a strategic framework that drives Member satisfaction while minimizing and mitigating negative experiences.  You will also work closely with our extended Member Support Operations leadership team to recognize trends driving Member dissatisfaction, and identify ways to drive performance across our Support teams to ultimately provide a Best In Class support experience. You will also create innovative ways to leverage the various social platforms to drive awareness to Member impacting incidents, updates, resolutions, and fixes.  

YOUR DAILY IMPACT AT PELOTON

• Oversee the monitoring of social channels for Member Support issues and potential crises.
• Analyze social data to identify trends, issues, and areas for improvement.
• Develop strategies to mitigate Member friction, frustration, and potential escalations.
• Drive initiatives that compliment our traditional Member Support channels (phone, chat, email) through timely, empathetic, and effective social engagement. 
• Ensure timely and effective engagement with members to address their concerns.
• Provide regular reports on social insights and member feedback to the relevant stakeholders.
• Lead crisis management efforts on social platforms to protect the brand’s image and reputation.
• Train, mentor, lead and support the social  listening team to ensure high performance.
• Work closely with other departments, such as marketing, customer service, press, membership, supply chain, etc. to address issues and implement solutions.
• Stay updated on social trends and best practices to continuously improve the social listening function.
• Partner with cross-functional teams within Global Member Support and across Peloton to help implement processes to prevent escalations and resolve issues before they negatively impact the brand.

YOU BRING TO PELOTON

• 3+ years of experience in a management role 
• Bachelor’s degree in Marketing, Communications, Public Relations, or a related field. 
• Proven experience in social platform management and customer care, preferably within a similar industry. 
• Excellent written and verbal communication skills with a keen eye for detail.
• Strong understanding of social platforms, trends, and best practices. 
• Ability to handle multiple tasks and manage time effectively in a fast-paced call center environment. 
• Proficient in social analytics tools and platforms.
• Strong problem-solving skills and a customer-centric attitude. 
• Ability to work independently as well as part of a team.
• Proven ability to lead a team with direct responsibility for driving the team's performance, setting targets as well as performance goals, managing team productivity and performance management. 
• Experience with social platform advertising and paid campaigns.
• Familiarity with CRM systems and customer service software. 
• Creative thinking and the ability to generate innovative content ideas.
• Knowledge of SEO and web traffic metrics.

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