Whoop

4 weeks ago

Director, Enablement Excellence- Member Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Enablement Excellence function for Membership Services, setting the standards, systems, and programs that ensure best-in-class support for members and MSRs. Own knowledge and training strategy, overseeing knowledge content, AI-enhanced onboarding and launch readiness programs, and the evolution of quality using automated quality management and AI coaching. Drive the AI support agent as DRI and collaborate cross-functionally across Product, Engineering, AI, and Operations.

Location: Boston

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead the Enablement Excellence strategy and roadmap across Knowledge & Content, Learning & Training, and Quality leaders, building a culture of excellence and continuous improvement.
•Oversee creation and curation of knowledge content for internal tools (including AI servicing solutions) to improve member sentiment and first contact resolution.
•Design and deliver scalable, AI-enhanced training programs for onboarding, product launch readiness, and future leader development.
•Transform the quality program using automated quality management and AI-driven coaching tools to drive performance and continuous improvement.
•Own tools and systems for Membership Services and serve as DRI for the WHOOP AI support agent, coordinating integration with Product, Engineering, AI, and Operations.

Pay and Benefits

Salary: USD 130,000 - 175,000 annually

Equity and Bonus:Equity

Key Requirements

•10+ years in customer support, knowledge management, learning & development, or quality operations, including 5+ years leading people in a fast-paced environment.
•Proven experience building and scaling knowledge, training, or quality programs using both human expertise and AI-enabled technologies.
•Experience leading multidisciplinary teams and managing senior-level talent across multiple functions or domains.
•Strong understanding of customer service principles, instructional design, adult learning theory, and quality assurance methodologies.
•Hands-on familiarity with tools such as LMSs, knowledge bases, automated QA platforms, or AI-powered coaching systems.

Experience:10+ years

Skills:CommunicationStakeholder managementLeadershipCross-functional collaborationBias toward action

Tech Stack:AILMSsKnowledge basesAutomated QA platformsAI-powered coaching systems

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

Website LinkedIn

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Whoop

4 weeks ago

Director, Enablement Excellence- Member Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Boston

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead the Enablement Excellence strategy and roadmap across Knowledge & Content, Learning & Training, and Quality leaders, building a culture of excellence and continuous improvement.
•Oversee creation and curation of knowledge content for internal tools (including AI servicing solutions) to improve member sentiment and first contact resolution.
•Design and deliver scalable, AI-enhanced training programs for onboarding, product launch readiness, and future leader development.
•Transform the quality program using automated quality management and AI-driven coaching tools to drive performance and continuous improvement.
•Own tools and systems for Membership Services and serve as DRI for the WHOOP AI support agent, coordinating integration with Product, Engineering, AI, and Operations.

Pay and Benefits

Salary: USD 130,000 - 175,000 annually

Equity and Bonus:Equity

Key Requirements

•10+ years in customer support, knowledge management, learning & development, or quality operations, including 5+ years leading people in a fast-paced environment.
•Proven experience building and scaling knowledge, training, or quality programs using both human expertise and AI-enabled technologies.
•Experience leading multidisciplinary teams and managing senior-level talent across multiple functions or domains.
•Strong understanding of customer service principles, instructional design, adult learning theory, and quality assurance methodologies.
•Hands-on familiarity with tools such as LMSs, knowledge bases, automated QA platforms, or AI-powered coaching systems.

Experience:10+ years

Skills:CommunicationStakeholder managementLeadershipCross-functional collaborationBias toward action

Tech Stack:AILMSsKnowledge basesAutomated QA platformsAI-powered coaching systems

Company Brief

Whoop

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

Website LinkedIn