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 architect behind the systems that power seamless support, for both our customers and the teams who serve them. This role is ideal for a builder who thrives on reducing friction, scaling automation, and making complex workflows feel effortless.

• Manage and optimize daily operations of the Mindbody chatbot ecosystem, enhancing how we serve both internal teams and external customers
• Translate stakeholder needs into smart, scalable solutions by defining requirements, evaluating third-party tools, and outlining end-to-end integrations
• Partner with vendors and internal tech teams to get the most out of our current platforms and to implement new tools that extend our CX capabilities
• Lead initiatives that make it easier for customers to self-serve, creating faster resolutions and better experiences across the board
• Collaborate with Enablement to develop and deliver training that helps the CX team adopt new tools and processes
• Represent the CX team in cross-functional projects, ensuring updates improve workflows and team efficiency
• Become the go-to expert on internal defects, quantifying impact and driving fixes with urgency and clarity
• This is an Individual Contributor role.

Experience You Bring

• Experience managing vendor relationships and translating business needs into technical solutions
• Comfortable working with large datasets using tools like SQL, Tableau, and Excel
• Proactive, resourceful, and able to navigate ambiguity to get things done
• Passionate about improving systems, solving operational challenges, and tracking outcomes
• Comfortable owning a program or initiative from start to finish
• Skilled at communicating clearly and building alignment across teams
• Background with chatbots, AI tools, or Salesforce is a plus, but not required
• You bring curiosity, clarity, and a drive to simplify the complex

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.

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