Senior Program Lead: Instructor Experience & Global Support

Les Mills International; Auckland; Hybrid; NZD 120,000 - 170,000; Part time

Benefits offered by this job

Flexible, hybrid workplace

Job summary

Les Mills International in Auckland invites a Sr. Program Lead And Instructor Experience Support to drive instructor-facing initiatives, manage partnerships, and deliver exceptional support for sponsored athletes.

You will coordinate cross-functional teams and translate feedback into strategic improvements. This fixed-term 12-month role requires organized, customer-focused leadership with a track record of scaling operations and improving processes across global platforms.

Qualifications

• Experience leading cross-functional programs.
• Strong problem-solving and escalation handling.
• Ability to manage multiple priorities across global teams.
• Passion for operational excellence and process improvements.

Responsibilities

• Lead and answer instructor support and escalations, raising concerns to program team
• Deliver white-glove service for sponsored athletes
• Own partnership-related inquiries and technical support
• Enable Tier 1 support teams through training and knowledge management
• Build future-state support processes and operating models
• Manage stakeholders and cross-functional leadership
• Act as a central liaison between Customer Care, Partnerships, Marketing, Digital, Technology, Operations, and regional teams
• Represent the Voice of the Instructor in planning and leadership discussions
• Translate instructor feedback into actionable business recommendations
• Drive stakeholder alignment on service readiness, communications, and issue resolution
• Influence priorities and outcomes without direct authority

Skills

Cross-functional program leadership

Problem-solving

Stakeholder management

Operational excellence

Change management

Job description

Les Mills International in Auckland invites a Sr. Program Lead And Instructor Experience Support to drive instructor-facing initiatives, manage partnerships, and deliver exceptional support for sponsored athletes.

You will coordinate cross-functional teams and translate feedback into strategic improvements. This fixed-term 12-month role requires organized, customer-focused leadership with a track record of scaling operations and improving processes across global platforms.