Key Responsibilities

• 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.

Qualifications

• 5 years experience in an operation, project management, or customer service team or a strong desire to entire an operational career path
• 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