Director, Enablement Excellence- Member Services

📋 Description

• Lead strategy and roadmap for Enablement Excellence in Membership Services.
• Oversee knowledge content for internal tools, AI servicing, improving KPIs.
• Design and deliver scalable AI-enhanced training from onboarding to launches.
• Transform WHOOP's quality program with automated QA and AI coaching.
• Own tools and systems powering Membership Services aligned to goals.
• Be DRI for the WHOOP AI support agent; ensure quality in AI outputs.

🎯 Requirements

• 10+ years in customer support, knowledge mgmt, L&D, or quality ops with 5+ years people leadership.
• Proven track record building scalable knowledge, training, or quality programs with AI.
• Experience leading multidisciplinary teams and senior-level talent across functions.
• Deep understanding of customer service, instructional design, adult learning theory, QA methodologies.
• Exceptional communication and stakeholder management; ability to influence across levels.
• Comfort with ambiguity; strategic yet hands-on with bias toward action.

🎁 Benefits

• Equal Opportunity Employer; E-Verify participation.
• Competitive benefits plus equity as part of total compensation.
• Equity aligns employees with WHOOP’s long-term success.
• We value diversity and inclusion; all qualified applicants are encouraged to apply.