Sr. Program Lead and IX Support

Sr. Program Lead and Instructor Experience Support

Fixed Term – 12 months

About the role

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.

Key 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

About you

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.

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

About us

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.