Associate Principal, Strategic Finance & Analytics

Senior Service Design Analyst

Peloton

ABOUT THE ROLE  The Senior Service Design Analyst is an individual contributor responsible for designing and continuously improving end-to-end member experiences across Global Member Support operations. Acting as the strategic bridge between front-line contact center operations and cross-functional product, technology, and business teams, this role fosters measurable improvements in Member Satisfaction (MSAT), contact deflection, and operational efficiency through collaborative journey design, AI-augmented tooling, and thoughtful process governance.   A key aspect of this role is strategic flexibility in scope. Given the expanding nature of Peloton's business and the interconnected nature of Member Support, the Service Design Analyst is expected to apply a consistent core skillset while flexing across different operational areas including Account & Membership, Billing, Retention, Technical Support, and emerging support functions as business priorities and seasonal demands evolve. This requires comfort with ambiguity, strong cross-functional fluency, and the ability to rapidly establish credibility across different operational domains.   YOUR DAILY IMPACT AT PELOTON   MEMBER EXPERIENCE & PROCESS DESIGN * Own and continuously evolve end-to-end customer journey maps for all Account and Membership contact drivers, identifying friction points, failure modes, and improvement opportunities. * Design, implement, and optimize contact center workflows and escalation paths that deliver consistent, high-quality member experiences across all support channels (voice, chat, email, digital self-service). * Apply service design principles and human-centered design methodologies to re-engineer support processes, reducing agent handle time and increasing first-contact resolution rates. * Partner with Product and Technology teams to translate member pain points into platform improvements, self-service enhancements, and AI-powered deflection strategies. * Develop and maintain process documentation, standard operating procedures (SOPs), and knowledge base content to ensure Member Support Associates (MSAs) can deliver accurate, efficient resolutions.   CONTACT CENTER OPERATIONS & PERFORMANCE * Support performance excellence across assigned contact reasons, tracking and managing KPIs including MSAT, Contacts per Case (CPC), Average Handle Time (AHT), and Resolution Time. * Shadow agents and conduct regular qualitative/quantitative data analysis to optimize processes for BPO partners and validate the impact of design changes. * Analyze performance trends across assigned contact drivers, identify root causes of detractors, and develop strategic remediation roadmaps that enable operations teams to execute improvements. * Lead issue management and escalation for high-impact contact driver disruptions, coordinating cross-functional response and member-facing communications. AI LITERACY, INNOVATION & TECHNOLOGY ENABLEMENT * Support the integration of AI and automation tools (e.g., intelligent triage, predictive routing, generative self-service) into support workflows to enhance efficiency and member experience. * Evaluate, pilot, and scale AI-powered solutions in partnership with technology and vendor teams; establish measurement frameworks to quantify productivity and quality impact. * Maintain fluency in emerging AI capabilities relevant to contact center operations, including LLM-based knowledge retrieval, sentiment analysis, and real-time agent guidance. CROSS-FUNCTIONAL COLLABORATION & PROGRAM MANAGEMENT * Act as the Member Support liaison for cross-functional programs, ensuring seamless readiness for new product launches, market expansions, and policy changes. * Develop comprehensive contact strategies that optimize channel efficiency, implement deflection and self-service initiatives, and ensure seamless omnichannel support delivery. * Build and maintain strong stakeholder relationships across Product, Engineering, Legal, Finance, and Marketing to align support design with broader business objectives. * Prepare and present data-driven business cases to leadership, securing investment for process improvement and technology initiatives.   YOU BRING TO PELOTON * 4+ years of progressive experience in Service Design, Customer Experience Design, process improvement, or contact center operations, with a strong foundation in designing end-to-end member journeys and optimizing support workflows. * Hands-on experience working within contact center environments (agent, supervisor, or operations background preferred) you understand the rhythm of a contact center floor, the constraints agents face, and how to design solutions that actually work operationally. * Demonstrated expertise in customer journey mapping, service blueprinting, and human-centered design methodologies, with a portfolio of process improvements you've designed and seen through to operational impact. * A proven track record of delivering measurable wins: improved MSAT, reduced Average Handle Time (AHT), increased first-contact resolution, or optimized cost structures. * Strong analytical skills—you synthesize qualitative data (member feedback, agent shadowing, qualitative research) and quantitative data (performance metrics, contact trends) into actionable insights and compelling business cases. * Practical, hands-on experience with Salesforce Service Cloud or equivalent enterprise CRM/contact center platforms—you've configured workflows, understood data models, and collaborated with technical teams. * Strong project management skills guiding complex, cross-functional initiatives from design through operational execution. * Clear written and verbal communication skills; comfortable presenting insights to leadership and translating design concepts to diverse stakeholders (agents, operations teams, product leaders). PREFERRED * Background in subscription-based, e-commerce, or fitness/wellness consumer brands (or similar recurring-revenue business models). * Formal training or certification in Service Design, CX Design, or Human-Centered Design (IDEO, ACSI, Nielsen Norman, or similar). * Hands-on familiarity with Amazon Connect or similar cloud contact center platforms. * Self-serve fluency with BI/analytics tools (Tableau, Looker, Power BI) for performance dashboards and trend analysis. * Foundational experience with risk management, standards, and policies formulation. * Exposure to AI/automation in contact center contexts (intelligent routing, chatbots, knowledge retrieval systems). The base salary range represents the low and high end of the anticipated salary range for this position based at our Plano office. The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and 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! Base Salary Range $85,050—$100,600 USD   ABOUT PELOTON: Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com. Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com. At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members. However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool.  Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions. 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 @onepeloton.com 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 applicantaccommodations@onepeloton.com 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.

Principal/Senior Manager, ICQA

Coupang

Company Introduction   Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.     Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.  We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”       Role Overview: Principal/Senior Manager, ICQA The Principal/Senior Manager, ICQA  has a dual focus: one part is strong in analytical and research-based tasks, specifically looking at inventory levels and diving deep into discrepancies, while the Quality Assurance section evaluates how well we adhere to our internal processes. We are looking for a technical leader who can grasp complex processes, utilize large data sets to identify root causes of problems, and be hands-on to validate assumptions. This leader will need to find innovative solutions and influence other stakeholders without having direct authority. The successful candidate must be a self-starter with strong experience in ICQA within a high-volume, customer-focused fulfillment environment. Analysis and research, process improvement, and the introduction of new technology will be key focus areas for the role holder.    What You Will Do  * An inspiring leader who has held a senior position within ICQA, ideally in an e-commerce fulfillment environment (offline retail will also be considered). * A subject matter expert in Inventory Control with prior experience working with WMS. * Strong operational experience in a fulfillment environment. * Agile and able to quickly adapt strategies and plans to come up with innovative solutions in response to dynamic business requirements. * Comfortable communicating across different functional teams, from finance to operations to software development, and influencing across all levels, from associates to the CEO.   Basic Qualifications   * We would be seeking an inspiring leader who has held a senior position within ICQA ideally in an ecommerce fulfillment environment (however offline retail will be considered) with 8+ years management experience. * A subject matter expert in Inventory Control * Must be able to drive change within ICQA and recommend process improvements * Knowledge of WMS systems * Strong operational experience in a fulfillment environment * The role holder must be agile, able to quickly adapt strategies and plans, to come up with innovative solutions in response to dynamic business requirements. * The candidate must be comfortable in communicating across different functional teams from finance to operations to software development, as well as communicating and influencing across all levels from associates to senior leadership    Recruitment Process and Others    Recruitment Process   * Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer * The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances. * Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.    Details to Consider  * This job posting may be closed prior to the stated end date for application if all openings are filled. * Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process. * Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.    Privacy Notice   * Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/

Managing Associate/Principal Director - Corporate

Foot Anstey

Job Title: Managing Associate or Principal Director Ready to take your career to the next level? We’re one of the UK’s most forward-thinking law firms, built on a foundation of innovation, collaboration, and ambition. Join us, and let’s shape the future together. ** Note to agencies – we are in a period of exclusive direct sourcing for this role and are not accepting applications from agencies.  ________________________________________ The role in 60 seconds * Role: Managing Associate or Principal Director * Team: Corporate * Location: Hybrid working from Bristol * Working Pattern: Full-time/Part-time/Flexible * Why this role matters: This is an opportunity for someone to craft and build a practice of their own within the Bristol marketplace, with the support to grow and develop their career accordingly. ________________________________________ What you’ll do * Work on investment rounds, growth strategies (organic or through buy and build), group restructurings and exits. * Be enthusiastic about business development – both for the team and the firm more widely – we will actively support and encourage you to engage in profile building and networking activities from the start. * Our clients are typically owner managed or family businesses where our advice and support can be instrumental to their future success, and you will look to forge strong and effective lasting relationships with your clients from the outset. * You will experience a personalised approach to achieving the right balance of independence to manage your own matters, combined with the support and supervision from senior colleagues. ________________________________________ What we’re looking for We’re seeking someone who thrives in a fast-paced, client-focused environment and; * A senior Corporate Solicitor looking for the next step in your career by building and leading something which you own or seeking to work with larger and more complex clients. * Self-motivated, client and market focussed, with a desire to actively contribute towards the continued success of a team with a strong track record of recently delivered growth * Existing corporate finance contacts and connections in the Bristol market are welcome, but not essential. * With a passion for working directly with owner managed businesses, you will be keen to develop your skills with clients, seeking to understand the commercial context of their business and to gain confidence to provide the right advice at the right moment.  ________________________________________ Join a seriously ambitious firm At Foot Anstey, we’re committed to making a difference for our people, our clients, and society. Here’s what makes us stand out: * An ambitious growth strategy that opens up opportunities for our people to make their mark. * A client base that spans household names, thriving startups, and ambitious enterprises. * A culture built on our values of being refreshingly human, entrepreneurial, inclusive and collaborative. * A strong focus on being a responsible business with a commitment to sustainability and giving back to our communities. * Comprehensive professional development and training – whatever your role and level we have training that will support you to achieve your goals. ________________________________________ Progressive benefits tailored to you We believe our people are our greatest asset. That’s why we offer a comprehensive benefits package designed to support your professional growth and personal wellbeing, including: * Competitive salary and performance-linked bonus. * Enhanced parental leave policies. * Private healthcare and wellbeing initiatives (e.g., mental health support, gym memberships). * An open, flexible working environment. * Find out more about our benefits and work environment here Life at Foot Anstey | Foot Anstey ________________________________________ Ready to apply?  * Hit the "Apply Now" button. * Send us your CV and a quick note on why this role is perfect for you. * Our team will review your application and be in touch, whatever the outcome. * Invited for interview? * With a straightforward process typically involving two interviews, our talent acquisition team will guide you through every step, ensuring you feel confident and prepared to show us what you can do. * We’re here to support your individual needs. If you require any adaptations or adjustments, we’re more than happy to accommodate these. Before your interview, we’ll contact you to discuss the themes we’ll cover and answer any questions you might have. * If you’d like to visit our offices prior to your interview or would like help testing your kit for your virtual interview, just let us know. Let’s make your next career move the start of something extraordinary.