Service Design Manager

The Service Design Manager, Account + Membership is an individual contributor responsible for designing and continuously improving the end-to-end member experience for those receiving Account and Membership support. Acting as the strategic bridge between front-line contact center operations and cross-functional product, technology, and business teams, this role fosters measurable improvements in Member Satisfaction (MSAT), contact deflection, and operational efficiency through collaborative journey design, AI-augmented tooling, and thoughtful process governance.

• Own and continuously evolve end-to-end customer journey maps for all Account and Membership contact drivers, identifying friction points, failure modes, and improvement opportunities
• Design, implement, and optimize contact center workflows and escalation paths that deliver consistent, high-quality member experiences across all support channels (voice, chat, email, digital self-service)
• Apply service design principles and human-centered design methodologies to re-engineer support processes, reducing agent handle time and increasing first-contact resolution rates
• Partner with Product and Technology teams to translate member pain points into platform improvements, self-service enhancements, and AI-powered deflection strategies
• Develop and maintain process documentation, standard operating procedures (SOPs), and knowledge base content to ensure Member Support Associates (MSAs) can deliver accurate, efficient resolutions
• Support performance excellence across assigned contact reasons, tracking and managing KPIs including MSAT, Contacts per Case (CPC), Average Handle Time (AHT), and Resolution Time
• Shadow agents and conduct regular qualitative/quantitative data analysis to optimize processes for BPO partners and validate the impact of design changes
• Analyze performance trends across assigned contact drivers, identify root causes of detractors, and develop strategic remediation roadmaps that enable operations teams to execute improvements
• Lead issue management and escalation for high-impact contact driver disruptions, coordinating cross-functional response and member-facing communications
• Support the integration of AI and automation tools (e.g., intelligent triage, predictive routing, generative self-service) into support workflows to enhance efficiency and member experience
• Evaluate, pilot, and scale AI-powered solutions in partnership with technology and vendor teams; establish measurement frameworks to quantify productivity and quality impact
• Maintain fluency in emerging AI capabilities relevant to contact center operations, including LLM-based knowledge retrieval, sentiment analysis, and real-time agent guidance
• Act as the Member Support liaison for cross-functional programs, ensuring seamless readiness for new product launches, market expansions, and policy changes
• Develop comprehensive contact strategies that optimize channel efficiency, implement deflection and self-service initiatives, and ensure seamless omnichannel support delivery
• Build and maintain strong stakeholder relationships across Product, Engineering, Legal, Finance, and Marketing to align support design with broader business objectives
• Prepare and present data-driven business cases to leadership, securing investment for process improvement and technology initiatives

• Over 10 years of progressive experience in customer experience design, service design, process improvement, or contact center operations
• Hands-on experience working within contact center environments, including in-depth knowledge of contact center technology stacks, workforce management, and omnichannel support delivery
• Demonstrated expertise in customer journey mapping, service blueprinting, and human-centered design methodologies
• A proven track record of designing and implementing process improvements that deliver measurable gains in MSAT, operational efficiency, and cost reduction
• Strong analytical skills with the ability to synthesize large qualitative and quantitative data sets into actionable insights and compelling business cases
• Practical experience utilizing Salesforce Service Cloud or equivalent enterprise CRM/contact center platforms
• Strong project management skills with experience guiding complex, cross-functional initiatives from inception to completion
• Clear written and verbal communication skills; comfortable presenting insights to leadership and diverse stakeholders
• Experience working within subscription-based, e-commerce, or fitness/wellness consumer brands
• Formal training or certification in Service Design, CX Design, or Human-Centered Design (e.g., IDEO, ACSI, or similar)
• Familiarity with Amazon Connect, or similar cloud contact center platforms
• Experience with BI/analytics tools (such as Tableau, Looker, or Power BI) for self-serve reporting and performance dashboards
• Foundational experience with risk management, standards, and policies formulation

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Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com.

At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members. However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool. 

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.

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