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Core
Lead instructor support and escalations, deliver white-glove service for sponsored athletes, and act as a central liaison between Customer Care, Partnerships, Marketing, Digital, Technology, Operations, and regional teams.
Role type
Senior Program Lead and Instructor Experience Support
Builds
Future-state support processes and operating models
Domain
Fitness industry / Global operations
Required skills
Program/project management, cross-functional leadership, stakeholder management, process improvement, operational excellence, global team collaboration, escalation handling, knowledge management
Preferred skills
Customer experience/customer support background, experience implementing global operating models, ability to create/implement/scale operations
Responsibilities
Lead and answer instructor support and escalations, Deliver white-glove service for sponsored athletes, Own partnership-related inquiries and technical support, Enable Tier 1 support teams through training and knowledge management, Build future-state support processes and operating models, Manage stakeholders and cross-functional leadership, Act as a central liaison between Customer Care, Partnerships, Marketing, Digital, Technology, Operations, and regional teams, Represent the Voice of the Instructor in planning and leadership discussions, Translate instructor feedback into actionable business recommendations, Drive stakeholder alignment on service readiness, communications, and issue resolution, Influence priorities and outcomes without direct authority
