Director, Enablement- Membership Services

Required

• 10+ years of experience across customer experience, customer support technology, service operations, product operations, digital transformation, or related functions, including 5+ years of people leadership in a fast-paced, high-growth environment.
• Proven track record of using technology, AI, automation, or digital self-service to meaningfully transform customer servicing experiences and deliver measurable improvements in customer and operational outcomes.
• Strong understanding of modern customer service technology ecosystems, including CRM and case management platforms, knowledge management systems, AI-powered servicing solutions, automation, and integrations between customer support tools.
• Experience translating customer and frontline servicing pain points into technology requirements, product roadmaps, workflows, and scalable solutions in partnership with Product and Engineering teams.
• Demonstrated ability to use data and member insights to identify friction, prioritize investments, measure impact, and continuously improve end-to-end servicing journeys.
• Exceptional cross-functional leadership and stakeholder management skills, with the ability to influence technical and non-technical teams and connect technology investments to member and business outcomes.
• Comfort operating at both strategic and executional levels in an ambiguous, rapidly evolving environment, with curiosity and fluency around emerging AI capabilities and their application to customer experience.
• Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions.
• Interested in the role, but don’t meet every qualification? We encourage you to still apply! At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we encourage anyone who is interested in this role to apply.
• WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
• The WHOOP compensation philosophy is designed to attract, motivate, and retain exceptional talent by offering competitive base salaries, meaningful equity, and consistent pay practices that reflect our mission and core values.
• At WHOOP, we view total compensation as the combination of base salary, equity, and benefits, with equity serving as a key differentiator that aligns our employees with the long-term success of the company and allows every member of our corporate team to own part of WHOOP and share in the company’s long-term growth and success.