• Directly engage with our riders to solve complex issues and to optimize and maintain the quality of service they have come to expect

• Manage teams in training and setup a training program for proper operating procedures.

• Troubleshoot and close complex issues such as financial dispute, e-commerce, and operational requests to full resolution and escalate appropriately with product and engineering teams

• Actively contribute to multiple internally facing projects to improve tools, operations, services offered with the aim of improving overall rider experience

• Contribute to documentation, training materials, and internal communication efforts

• Contribute to projects to improve the overall operational efficiency of the Rider Experience team

• Track and report trends happening via customer feedback (i. e., charges, instructor feedback, financial reconciliation, retail issues, studio incidents) and report trends

Job Skills & Qualifications

• 0-2 years experience in an operations, project management, or customer service team or a strong desire to entire an operational career path Professional Experiences

• Ability to manage multiple, time-sensitive projects and competing priorities simultaneously, to work independently, and to drive projects to completion with minimum guidance and high attention to detail

• Exceptional hospitality and communication skills to resolve rider issues, escalate appropriately, and drive continuous improvement

• Familiarity with Excel and data visualization tools

• Experience with service operations and/or sales tools highly desired

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