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. Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

Who we are

We’re a dynamic and dedicated team, driven by a shared passion for delivering exceptional customer experiences. Our focus is building long-lasting customer loyalty through cutting-edge technology while fostering a culture that promotes innovation, collaboration, and personal and professional development. We believe a motivated and fulfilled team is the key to creating happy and loyal customers.

About the right team member

You’re a natural problem-solver, always looking for ways to enhance processes and workflows. Whether validating a hypothesis or learning from it, you approach problem-solving with a methodical mindset. You’re passionate about leveraging technology to optimize tools and identifying new solutions to address internal challenges. Data is your ally, you know how to interpret it and use it to tell compelling stories about process improvements that benefit both the CX team and enterprise customers. You embrace change and are skilled at communicating the need for it to stakeholders, effectively driving alignment and buy-in for new initiatives. You move fast and like to build things from the ground up.

The Role You'll Play

You’ll be the connective tissue between business needs and technical solutions, helping us evolve our customer experience tools into a seamless, self-service powerhouse. This is a strategic, independent contributor role designed for someone who loves turning ambiguity into action and data into impact.

• Own the day-to-day management of CX platforms and tools, including bots, Zendesk, and Salesforce, ensuring they perform at their peak for both internal teams and B2B customers
• Translate complex business needs into detailed requirements, integrations, and RFPs that bring the right solutions to life
• Collaborate closely with vendors and technical teams to optimize tool performance and integrate new systems with minimal friction
• Lead initiatives that expand self-service capabilities, empowering customers and freeing up CX Associates for high-impact work
• Serve as a key partner to the Enablement team, equipping the CX org with training and support for new processes and tools
• Represent the CX voice in cross-functional projects, championing design decisions that streamline operations and elevate the customer journey
• Identify, quantify, and drive resolution of internal defects that impact CX team performance or customer satisfaction
• Build from scratch, move fast, and push for clarity, efficiency, and better outcomes at every turn.

Experience You Bring

• Proficient in Salesforce, with hands-on experience in platform administration or optimization
• Fluent in data storytelling comfortable working with large datasets and tools like SQL, Tableau, or Excel
• Track record of independently owning and driving programs or initiatives from concept to completion
• Strong problem-solving instincts and a continuous improvement mindset
• Skilled at translating business goals into technical requirements and collaborating effectively with engineers
• Clear, confident communicator who builds alignment across functions and levels
• Adept at introducing change with empathy, getting buy-in without friction
• Comfortable operating in a fast-paced environment where building from zero is the norm

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).