What are the responsibilities and job description for the 3PL Performance Manager position at Peloton?
ABOUT THE ROLE
Peloton is seeking a 3rd Party Services Performance Manager for its Repair Services team. The successful candidate will play an integral part in achieving the Repair Services’ team goal of perfect member satisfaction through a seamless repair experience.
As a 3rd Party Services Performance Manager, you will serve as a subject matter expert that works across internal and external teams to continuously improve the repair experience for our members. In this role, the successful candidate will interface with our various 3rd Party Service providers to ensure all members have a seamless repair experience from start to finish. Expectations are that the candidate will own the relationship with all 3rd party service providers and develop regular rhythms to review business performance including order to service date, first time resolution rate, post-service customer satisfaction survey (CSAT) results as well as driving continuous improvement across our service providers and sustained process improvements working in tandem with the extended post purchase support team. You will anticipate factors that may impact the member experience and in partnership with the Repair Services Strategy team, and 3rd party leadership, implement strategic initiatives to drive the member experience.
YOUR DAILY IMPACT AT PELOTON
- Full responsibility for performance management of 3PL service provider’s performance and continuous improvement of the member repair experience
- Identify gaps and opportunities for improving our overall repair service experience
- Track and monitor invoicing and be able to identify any overpayment trends
- Weekly Business Performance Management of OKRs (objectives and key results) across the Repair Services Network
- Work closely with the Logistics team to monitor stock levels and inventory issues (if/when they occur) to root cause discrepancies with our warehousing locations
- Improve multi-functional communication with our 3PLs to support our continued business growth
- Support in resolving escalated service tickets and general member dissatisfaction resolution
- Assist Repair Services Sr. Manager in projects and initiatives that support our overall repair service network growth strategy
YOU BRING TO PELOTON
- 4 years of experience in supply chain/logistics, repair services or 3rd party relationship management
- Bachelor’s Degree in a business related field is preferred
- Desire to work in a fast-paced environment with a strong emphasis on superior customer service
- Advanced skills in MS Excel, GSuite required
- Tableau, Looker and SQL preferred
- Strong analytical skills with problem solving attitude
- Willingness and ability to adjust to multiple tasks, shifting priorities and rapid changes.
- Self-motivated, ability to progress between working autonomously and collaboratively
- Good communication skills (oral, written, and numerical)
- Ability to effectively communicate to all levels of the organization
- Meticulous attention to detail and extremely well organized
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