Sobre

• At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.
• ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.
• The Role You'll Play
• You’ll take the lead in shaping the future of our CRM platform, Zendesk, ensuring it evolves in lockstep with our customer experience goals. Acting as a bridge between CX, business stakeholders, and technical teams, you’ll bring new workflows to life, streamline operations, and uncover what’s next.
• Own the end-to-end strategy and execution of our Zendesk platform, from daily configuration to long-term product vision.
• Translate feedback into features that improve efficiency for agents and elevate the customer journey.
• Partner with cross-functional teams to scope, prioritize, and launch impactful platform enhancements.
• Lead the rollout of updates with clear documentation, training, and communication to drive adoption.
• Analyze usage trends and pain points to unlock smarter workflows and optimize performance.
• Serve as the primary contact for Zendesk and related technology partners to maximize platform value.
• Program manage cross-functional initiatives, driving momentum and delivering against key milestones.
• Manage vendor relationships and ensure third-party partners deliver on time, on budget, and at standard.
• This is an Individual Contributor role.
• Experience You Bring
• 2+ years in product management, technical operations, or business systems, ideally in a SaaS environment.
• Hands-on experience with Zendesk as an admin or advanced user.
• Confident communicator with a strong sense of emotional intelligence and stakeholder savvy.
• Proven ability to navigate ambiguity, align teams, and move initiatives forward with clarity and precision.
• Experience translating data into dashboards, insights, and action using tools like Excel, Tableau, or SQL.
• Familiarity with project management tools and methodologies to prioritize, schedule, and execute with purpose.
• Background in CRM or software implementation with a user-first mindset.
• A track record of building trust and influence across technical and non-technical audiences.
• Have we piqued your curiosity?
• Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.
• Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
• By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Playlist, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).