Sr. Program Lead and IX 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

Sr. Program Lead and Instructor Experience Support

Fixed Term – 12 months

Be part of a team that powers our people to connect, collaborate, and get work done every day. If you’re customer-focused and program management savvy, this role will put you right at the heart of the action.

• 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

About the Role

You’re organised, customer-focused, and have a strong sense of urgency. You bring clear communication and enjoy working collaboratively to solve problems and improve systems.

You’ll shine if you have

• 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

Experience

• 5 years in program/project management
• Customer experience/customer support background preferred
• Experience implementing global operating models
• Proven ability to create/implement/scale operations

About Les Mills

At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we’re not shy to say we’re great at.

Today, Les Mills International’s programs are in 20,000 gyms across over 100 countries. Combined with the growth of our digital platform LES MILLS+, it’s an exciting time to join our global business.

Our mission is simple: to create a fitter planet.

You don’t need to be a fitness fanatic to fit in—but you’ll have the opportunity to make movement part of your day while growing your career in a purpose-led, high-performance environment.

What’s in It for You

We operate as a flexible, hybrid workplace, supporting a balance of working from home and in-office collaboration.

Inclusion & Belonging

We are a Gold Supporter of the Pride Pledge organization, committed to providing a flexible, diverse and inclusive environment.

We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you’re excited about this role, we encourage people of all backgrounds to apply, even if you don’t meet every requirement. We might have something waiting in the wings that you’d be perfect for.

We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.