64 applicants
Peloton Interactive · 2 days ago
Senior Business Systems Analyst
Plano, TX
Full-time
Onsite
Senior Level
3+ years exp
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Insider Connection @Peloton Interactive
Responsibilities
Conduct a comprehensive assessment of the Salesforce instance and connected CX platform to identify gaps and areas for improvement to enhance member experience (measured by Member Satisfaction Score).
Collaborate with the Enterprise Information Technology and eCommerce teams to develop and implement a baseline escalation path for handling member support inquiries efficiently.
Create and execute a roadmap for ongoing Salesforce CX platform improvements that will reduce Member friction and increase member satisfaction.
Become the resident expert in Peloton's member experience through shadowing our agents, listening to Member cases, and understanding how our systems are used to solve issues when the member contacts support.
Provide business analysis, recommendations, and testing expertise for system changes to enhance member satisfaction.
Collaborate on Request for Proposals (RFPs) as needed to represent Global Member Support requirements for new and existing systems.
Prioritize incoming requests from the GMS teams, measuring impact and effort, requiring detailed analysis of circumstances and/or data.
Gather input and feedback from relevant cross-functional partners and leverage data analysis to support decision-making.
Identify opportunities for consolidation and integration to optimize efficiency.
Qualification
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Required
Bachelor's degree in Information Technology, Computer Science, or related field.
Salesforce Administrator certification is highly preferred.
3+years of experience in system administration, preferably with a focus on Salesforce.
Strong understanding of customer support processes and best practices.
Excellent problem-solving skills and the ability to analyze data to drive decision-making.
Exceptional communication and interpersonal skills for collaborating with cross-functional teams.
Project management experience and familiarity with RFP processes.
Strong organizational skills and the ability to work in a fast-paced, dynamic environment.
Intermediate skills in general office systems, equipment, and applications to support business needs (e.g., Google Docs, Sheets, Slides, Project Management systems, etc.).
Comprehensive understanding of PII and PCIR and related compliance requirements as it relates to CX systems implementation and management.
Preferred
Management of full development life cycles for software applications using tools such as Visio and JIRA is highly desired.
Company
Peloton Interactive
Peloton is at the forefront of connected fitness, with a powerful and thriving community with Members across the US, UK, Canada, Germany, and Australia.
1,001-5,000 employees
H1B Sponsorship
Peloton Interactive has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (5)
2022 (5)
2021 (1)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$2.17BKey Investors
TCVL CattertonTiger Global Management
2024-05-21Post Ipo Debt· $300M
2021-02-09Post Ipo Debt· $875M
2019-09-25IPO· nasdaq:PTON
Leadership Team
Barry McCarthy
President and CEO
Tom Cortese
Co-founder & Chief Product Officer
Recent News
The Motley Fool
2024-06-05
The Motley Fool
2024-06-01
The Motley Fool
2024-05-31
Company data provided by crunchbase
