Service Design Manager

Peloton•Plano, TX

22h•$111,900 - $137,500•Onsite

About The Position

The Service Design Manager, Account + Membership is an individual contributor responsible for designing and continuously improving the end-to-end member experience for those receiving Account and Membership support. 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.

Requirements

Over 10 years of progressive experience in customer experience design, service design, process improvement, or contact center operations
Hands-on experience working within contact center environments, including in-depth knowledge of contact center technology stacks, workforce management, and omnichannel support delivery
Demonstrated expertise in customer journey mapping, service blueprinting, and human-centered design methodologies
A proven track record of designing and implementing process improvements that deliver measurable gains in MSAT, operational efficiency, and cost reduction
Strong analytical skills with the ability to synthesize large qualitative and quantitative data sets into actionable insights and compelling business cases
Practical experience utilizing Salesforce Service Cloud or equivalent enterprise CRM/contact center platforms
Strong project management skills with experience guiding complex, cross-functional initiatives from inception to completion
Clear written and verbal communication skills; comfortable presenting insights to leadership and diverse stakeholders
Experience working within subscription-based, e-commerce, or fitness/wellness consumer brands
Formal training or certification in Service Design, CX Design, or Human-Centered Design (e.g., IDEO, ACSI, or similar)
Familiarity with Amazon Connect, or similar cloud contact center platforms
Experience with BI/analytics tools (such as Tableau, Looker, or Power BI) for self-serve reporting and performance dashboards
Foundational experience with risk management, standards, and policies formulation

Responsibilities

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
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
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
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