Director, Enablement Excellence- Member Services

Whoop
Boston
Workplace: OnsiteFull timeUSD 130,000 - 175,000 annuallyFunction: Executive & General ManagementExperience: 10+ yearsSkills: ["Leadership","Communication","Stakeholder management","Influence","Bias to action"]

Lead the Enablement Excellence function within Membership Services to establish standards, systems, and programs that improve member support quality and consistency. Own strategy across knowledge & content, learning & training, and quality leaders; oversee AI-enhanced training and automated quality management. Drive optimization of MS tools and systems, serve as DRI for the AI support agent, and partner with Product, Engineering, AI, and Operations to integrate knowledge and training with evolving support technologies.

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Whoop
Whoop
3 weeks ago

Director, Enablement Excellence- Member Services

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead the Enablement Excellence function within Membership Services to establish standards, systems, and programs that improve member support quality and consistency. Own strategy across knowledge & content, learning & training, and quality leaders; oversee AI-enhanced training and automated quality management. Drive optimization of MS tools and systems, serve as DRI for the AI support agent, and partner with Product, Engineering, AI, and Operations to integrate knowledge and training with evolving support technologies.
Location: Boston
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and develop the strategy and roadmap for an Enablement Excellence organization across Knowledge & Content, Learning & Training, and Quality leadership.
  • •Oversee knowledge content creation and curation for internal tools (including AI servicing solutions) to improve member and MSR KPIs.
  • •Drive the design and delivery of scalable, AI-enhanced training programs spanning onboarding, product launches, and future leader development.
  • •Transform the quality program by adopting automated quality management and AI-driven coaching tools to build a continuous improvement culture.
  • •Serve as the DRI for the WHOOP AI support agent, overseeing performance, accuracy, training data, content alignment, and ongoing optimization.

Pay and Benefits

Salary: USD 130,000 - 175,000 annually
Equity and Bonus:Equity

Key Requirements

  • •10+ years of experience in customer support, knowledge management, learning & development, or quality operations, including 5+ years of people leadership in a fast-paced, high-growth environment.
  • •Proven track record building and scaling knowledge, training, or quality programs that leverage human expertise and AI-enabled technologies.
  • •Experience leading multidisciplinary teams and managing senior-level talent across multiple functions or domains.
  • •Deep understanding of customer service principles, instructional design, adult learning theory, and quality assurance methodologies.
  • •Experience with tools such as LMSs, knowledge bases, automated QA platforms, or AI-powered coaching systems.
Experience:10+ yearsCustomer supportKnowledge managementLearning & developmentQuality operationsAI-enabled technologies
Skills:LeadershipCommunicationStakeholder managementInfluenceBias to action
Tech Stack:AILMSLearning and trainingKnowledge baseAutomated QAAI-powered coaching systemsAutomated quality management

Company Brief

Whoop
Whoop designs and sells a subscription-based wearable fitness tracker and analytics platform that monitors recovery, strain, and sleep to optimize athletic performance and daily health for consumers and professional athletes.
Industry: Wearables
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Boston, United States
Founded: 2012
WebsiteLinkedIn