Senior Program Lead — Instructor Experience & Support

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

Benefits offered by this job

Hybrid workplace

Job summary

Les Mills is seeking a Sr. Program Lead and Instructor Experience Support on a fixed-term 12-month basis. You will lead instructor support, manage escalations, and deliver white-glove service for sponsored athletes while coordinating with global teams.

You’ll enable Tier 1 support through training, help shape operating models, and align stakeholders across Customer Care, Partnerships, Marketing, Digital, Technology and Operations to drive service readiness.

Qualifications

• Experience leading cross-functional programs.
• Problem-solving skills, including handling escalations.
• Ability to manage multiple priorities and work across global teams.
• A passion for operational excellence and process improvements.

Responsibilities

• Lead instructor support and handle escalations, raising issues to the program team.
• Deliver white-glove service for sponsored athletes and partners.
• Own inquiries related to partnerships 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 across the business.

Skills

Program leadership

Escalation management

Cross-functional collaboration

Operational excellence

Process improvement

Job description

Les Mills is seeking a Sr. Program Lead and Instructor Experience Support on a fixed-term 12-month basis. You will lead instructor support, manage escalations, and deliver white-glove service for sponsored athletes while coordinating with global teams.

You’ll enable Tier 1 support through training, help shape operating models, and align stakeholders across Customer Care, Partnerships, Marketing, Digital, Technology and Operations to drive service readiness.