Empowering Teams of Smart Creatives at Peloton

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We talked with members of the Peloton team, Jason Katz, Senior Manager of Member Support, Abby Blake, Senior Brand Manager, Will Blaze, Senior Technical Recruiter, Chandra Galbiati, Software Engineer, and Mete Polat, Associate Product Manager about how they feel empowered by this core Peloton value.


How do you feel empowered in your position at Peloton?

Abby

I love that I feel empowered in my position on the marketing team to really listen to our members and think about how my work can make their Peloton experience better.  My job is not just about marketing; I actually get to read member feedback and read reviews and dig into data to figure out how I can help make their Peloton experience better all the time.

Will

Peloton feels like a small town sometimes, where you know just about everyone. Like a small town, everyone is approachable from the top down. I feel like whenever I need to ask something from leadership or anywhere in the company, everyone is welcoming as well as proactive. I don’t experience many roadblocks to getting things done here. That’s empowering to me.

Mete

The sense of empowerment in my work comes from the overwhelming positive value that Peloton delivers to its users and a work environment defined by trust, cooperation, and ownership.

I started using the Peloton bike regularly when I started my job here. I witnessed firsthand how this habit instilled a fresh drive to be the best version of myself every day. Knowing that my work can help motivate people to use Peloton and instill that drive in them is incredibly empowering.

Chandra

The Peloton culture makes me feel like I have a voice to help shape the company.  That has included helping to choose the tools and technologies for my team, as well as changing processes and structures department wide.

Jason

I’ve had the opportunity to dive into underlying issues and solve the root cause of the problem at hand, across departments. I have the autonomy to identify and solve member-facing problems that come up on a daily basis. This autonomy has given me a deeper understanding of the inner workings of the company as a whole and has made me a better employee. Knowing that my ideas will be heard and that I can act quickly to solve problems has been an important part of my career development at Peloton and is one reason I love coming to work every day.


Can you give me an example of a project that you’re particularly proud of?

Abby

Last year, I loved working on the campaign for the Race Your Personal Record feature launch.  This was a true collaboration between product, marketing, and design, and it was really such an exciting feature because it really represented the way we think about Peloton: as a tool to help you be the best version of yourself.

Will

Peloton is a tech company so I was given the opportunity to experiment with a billboard placement in Silicon Valley on US 101, letting drivers see that Peloton is hiring in NYC while on their way to the massive tech campuses. I had to work with several of our executives and VP’s to push this through, as well as members of our design, recruiting, and marketing teams. It was a group effort but now we have a finished product.

Mete

When I was interning at Peloton, I was entrusted with analyzing user workout data. Working with my team and my mentor at the time, I was able to identify various engagement trends that helped inform the development of the Encore feature. This ability to contribute tangible value to the product development process as an intern made me proud. More importantly, I saw that irrespective of your position, if your insights are actionable and have the potential to improve the product, your work will be valued and applied!

 

Jason

Earlier this year, I had an opportunity to help relaunch our support site to make it more user-friendly by creating a better way for members to find answers to their questions. Working together with the Creative, Product, and Support teams was a great collaboration and we had a lot of fun along the way. It was an exciting project to work on because we were immediately able to see a positive impact in the member experience through the analytics.


Do you feel a sense of autonomy in your role?

Abby

Yes!  I feel very empowered to own my work streams, to lead new projects, and to speak up with new ideas.  But what’s great is that even though we are empowered to think like owners, Peloton is also highly collaborative, so I am constantly bouncing ideas off people and trying to source new opinions.

Will

I do! A few years ago, I had my own business working out of my apartment, head-hunting technology candidates. While I really enjoyed the freedom I had, I decided to go back to the corporate/startup world and work internally as a recruiter for a number of reasons. At Peloton, I feel I still have a lot of the flexibility I was afforded. I feel like I’m contributing to something much bigger than I was in my apartment!

Mete

Definitely. I feel trusted to do my job in the best way possible. This implicit trust translates into this sense of autonomy that further encourages me to strive for perfection in my job.

Chandra

While I think that in some cases I see decisions imposed on my colleagues from above, my manager places a lot of emphasis on collaboration and bottom-up control.  Major decision making happens neither from the top down nor in isolation, but after everyone has a chance to research, discuss and test. Every member has the opportunity to propose ideas and voice concerns.

Jason

Absolutely! Throughout my time at Peloton, I have been empowered to identify issues, think of creative ways to solve problems, and then actually go about solving them. During my tenure, I’ve had the opportunity to act as a hand/voice model to create support videos, travel across the country to train delivery technicians, and redesign our support site to make it easier for members to self-serve.


What are your favorite ways to stay creative from project to project?

Abby

Cross-team brainstorms!

Mete

I find that I can stay consistently creative with a good balance of divergent and convergent thinking, work related literature, and teamwork. Divergent thinking implies thinking what would make the most amazing product even if, in reality, these ideas are futuristic or too complex. This exercise is the most fruitful when done with a team as a fun brainstorming session. Afterwards, the team can begin converging on an idea or a blend of ideas that can become an actual solution, which is Convergent thinking. This framework encourages always thinking outside the box and finding the best solution before returning the real world constraints.

Chandra

My team is constantly trying to improve our project, and I enjoy participating in analyzing the code, structure, naming, and process and trying to figure out new and better ways to think about things.

Jason

I stay creative by listening to members of the Support team. Without such a strong team, I would not feel empowered to take risks and solve problems at hand. One of the areas I’ve received the most help between projects is during our team lunches. Once a week, we have team lunches at headquarters. Who can say no to free food? Since everyone convenes in the penthouse during team lunch, it’s an opportunity to understand what other members of the team are working on and identify areas of collaboration.


Throughout your projects, why is it important to you to think and act like an owner?

Abby

I think this is a hugely important part of working at Peloton.  When you think like an owner, you feel accountable for your work and for the impact that it has.

Mete

The owner attitude allows me to feel 100% invested in everything I do. The success or failure of any project you own becomes the reflection of your work. Such personal investment generates passion and productive collaboration that leads to the best user experience with every product.

Chandra

Lean, agile teams function most effectively when everyone takes responsibility for the features they work on. Understanding the user and business value behind what I’m working on helps ensure that I build what is best for the user. Not only does it help avoid misinterpretations caused by blindly following requirements, as a developer, I have different insights about the value and behavior of a feature, and can improve the feature.

Jason

All of the projects that I work on in Member Support require an owner’s mentality to solve the issue at hand. At Peloton, we view every contact made to our Support team as an opportunity to solve a problem. In general, members do not reach out asking for help if there is not a problem that needs to be solved. Our job is to think creatively to solve the problem and delight the Member in the process.  An owner solves the underlying issue to a problem as quickly as possible to prevent future Member frustration and build positive interactions with every customer.


Interested in joining our group of smart creatives? Click here to learn more about applying to be part of the team.