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Senior Product Manager, Member Care & Support

Full-timeSenior Product Manager$155,000-$204,500*
New York, United States
This job offer is closed.
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Peloton is seeking an experienced Sr Product Manager to lead the post-purchase user experience, including support, service, maintenance, and repair. This person will serve as the voice of the customer, working to understand member pain points and craft solutions to improve their experience. This person will also be responsible for supporting business goals and centralizing all cross-functional product initiatives tied to post-purchase member care. They will report to the Director of Product, Connected Fitness Software and work in close partnership with Member Support, Service & Repair, Product Management (Software & Hardware), and Product Quality.


  • Develop a deep understanding of member problems during post-purchase ownership and advocate for solutions based on member needs
  • Craft a cohesive strategy and vision for post-purchase member care and support
  • Understand business goals and propose initiatives/features/services to meet those goals
  • Set goals and requirements for new initiatives
  • Thoughtfully communicate cross-functionally to acquire consensus and resources to implement new initiatives that drive and improve Member satisfaction and our ability to optimally and efficiently resolve Members’ expressed concerns
  • Collaborate with Member Support on initiatives/features/services to effectively support members who need assistance with their product
  • Collaborate with Repair & Service on initiatives/features/services to improve the repair experience
  • Thoughtfully communicate product vision and detailed requirements documents to your design & engineering counterparts as well as cross-functional stakeholders
  • Collaborate with Product Quality on post-purchase initiatives/features/services that enhance product quality and performance
  • Coordinate user testing and experiments for new initiatives
  • Advise and consult peripheral teams, including Documentation, Legal, Finance, E-commerce, and Executive Leadership, as needed
  • Analyze data to draw conclusions, advise strategy, and communicate the impact of new initiatives
  • Display leadership and positivity within the team


  • 4+ years Product Management experience
  • Outstanding communication and presentation abilities
  • Familiarity with hardware, software, and services
  • Experience building business cases, vision, and roadmaps from the ground up
  • Experience leading and implementing new initiatives that span across several teams
  • Strong quantitative, analytical, and problem solving skills
  • Experience with user testing
  • Highly collaborative and willing to give and accept constructive feedback
  • Self starter; ability to act autonomously
  • Constant attention to detail


  • Experience working on a consumer Software product with integrated hardware
  • Experience in health and fitness, content streaming or other related fields

Base Salary: $172,100.00  to $223,800.00

The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.

As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:

  • Medical, dental and vision insurance 
  • Generous paid time off policy
  • Short-term and long-term disability
  • Access to mental health services
  • 401k, tuition reimbursement and student loan paydown plans
  • Employee Stock Purchase Plan
  • Fertility and adoption support and up to 18 weeks of paid parental leave 
  • Child care and family care discounts
  • Free access to Peloton Digital App and apparel and product discounts
  • Commuter benefits and Citi Bike Discount
  • Pet insurance and so much more!




Peloton is the leading interactive fitness platform globally, with a passionate community of nearly 7 million Members in the US, UK, Canada, Germany, and Australia. Peloton makes fitness entertaining, approachable, effective, and convenient, while fostering social connections that motivate its Members to commit to their fitness journeys. An innovator at the nexus of fitness, technology, and media, Peloton reinvented the fitness industry by developing a first-of-its-kind subscription platform that seamlessly combines the best equipment, proprietary networked software, world-class streaming digital fitness and wellness content, and best-in-class fitness experts and Instructors.

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email: [email protected]

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email [email protected] before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

Questions & answers for this position
  • What is the type of contract for this position?
    The contract for this position is a Full-time contract
  • What's the salary range for the Senior Product Manager, Member Care & Support position?
    The suggested salary for this position is $155,000-$204,500*
  • Is telecommuting possible for this position?
    No, telecommuting is not possible for this position
About Peloton
Peloton Interactive, Inc. is an American exercise equipment and media company based in New York City.
Cycling, Fitness
5K-10K employees

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