Backed by SoftBank VF and IVP.
About the role
Define and lead the technology and AI enablement strategy for Membership Services , establishing a roadmap that improves member servicing journeys, reduces friction, increases resolution efficiency, and enables MS teams to consistently deliver a premium service experience at scale.
What they're looking for
- 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
More about this role
At WHOOP, we're on a mission to unlock and inspire performance for life. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is hiring a Director, Member Enablement within our Membership Services (MS) team to lead the technology, AI, knowledge, and tooling strategy that powers a premium service experience for WHOOP members. This leader will transform how members receive support and how our internal teams deliver it—leveraging AI, automation, intuitive servicing journeys, and a modern technology stack to reduce member friction, improve resolution, and enable increasingly personalized and scalable service. You will partner closely with Product, Business Technology, AI Software, and Operations to identify opportunities across the end-to-end servicing journey and translate them into technology and operational solutions that elevate the member experience.
Define and lead the technology and AI enablement strategy for Membership Services , establishing a roadmap that improves member servicing journeys, reduces friction, increases resolution efficiency, and enables MS teams to consistently deliver a premium service...
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