Service Management Product Manager

ABOUT THE ROLE

Peloton is looking for a motivated and experienced Product Manager to join our Enterprise Service Operations team as part of the broader Enterprise Technology organization. As a Service Management Product Manager, you will lead product strategy, complete roadmap planning, requirement gathering, and product deployments for Enterprise Service Management and other Atlassian workplace tools. You will be the voice of the customer/employee and translate vision and ideas to features with detailed requirements to the development team. To succeed in this role, you should be a reliable problem-solver and perceptive leader who supports collaboration.

A key focus of this individual contributor role will be leading a project to transition our primary help desk portals (e.g., IT, Finance, People) from Jira Server to Jira Service Management. Current applications include: Confluence, Jira Work Management, Jira Software, Jira Server, Jira Service Management, Jira Help Desk/Server, Halp

YOUR DAILY IMPACT AT PELOTON

• Curate clear and concise stories, prioritize the backlog, and ensure effective build-measure-learn cycles
• Spend time with requesters to ensure a full understanding of problems and needs, translating those in the form of stories to the platform development team
• Own intake, requirements gathering, requirements analysis, and requirements definition in order to create a product backlog and defined product roadmap
• Identify and implement innovative employee-centric solutions to meet challenges together with the team
• Take ownership of our suite of Atlassian applications and evangelize proper use/best practices
• Own and handle backlogs for Atlassian products, including Jira reporting (for Workplace and Enterprise Technology)
• Facilitate business and technical requirements sessions with Business Owners/Stakeholders
• Lead and communicate application updates to stakeholders (e.g., prepare and distribute release notes)
• Translate user problems into solutions, including but not limited to new service catalog items, workflows, automations
• In partnership with the IT service desk and service management leadership, build, publish and manage the IT Service Catalog and enable self-service through an effective IT Service Management strategy
• Translate high level requirements into EPICs and user stories that can be estimated and prioritized
• Coordinate backlog refinement sessions with scrum team and key stakeholders to properly handle product backlog
• Define Acceptance Criteria for product backlog items
• Assist with the creation and review of user manuals, release notes, and help documentation
• Lead/assist with product demos
• Validate business requirements and design specs align and acceptance criteria is covered by test cases
• Supervise and assess application adoption and performance
• Manage application issues, fixes, and improvements

YOU BRING TO PELOTON

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of service management experience (ITSM, ESM)
• 3+ years of hands-on experience with Atlassian products
• Previous Product Manager experience
• Experience collaborating with stakeholders on business process enhancements and experience working with developers to deliver solutions
• Experience defining and delivering systems’ support strategy, including business analysis and requirements gathering abilities
• Solid understanding of Information Technology Service Management practices
• Excellent analytical and problem-solving skills
• General consulting skills, great analytical skills, attention to detail, problem solving, adaptability, demonstrated initiative
• Experience gathering and documenting business and technical requirements
• Experience creating use cases, business process diagrams and process flows
• Excellent interpersonal, written and verbal communication
• ITIL Certification preferred

Base Salary: $117,700.00  to $152,900.00

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!

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