Senior Manager, Member Experience
Boston, MA /
Membership Services /
/ Hybrid
As the Senior Manager of Member Experience, you will be a key member of the Membership Services team, working closely with the WHOOP Software, Hardware, and Data Science teams to ensure that our members have the best possible experience with WHOOP. You will be responsible for identifying and addressing any issues that our members may have, and working with the relevant teams to find solutions and improvements. You will be experienced in managing cross functional initiatives and be passionate about communication.
Responsibilities:
- Being a part of the leadership team, you will be the primary point of contact for strategic cross functional initiatives that are focused on enhancing member experience and be a vocal point for the MS during each stage of planning
- Analyze member feedback through key business KPIs from across the Membership Services organization and follow through from solution design to the implementation of the projects / the maturity of programs
- Collaborate with our analytics team to build and maintain our insights initiative
- Identify areas for improvement post implementation of projects
- Lead process improvement deep dives that support business objectives and create a roadmap that is aligned with the wider WHOOP mission.
- Collaborate with the Software, Hardware, and Data Science teams to develop and implement solutions that are scalable models through data analysis
- Assist Membership Services Leadership with prioritization, development and executing on voice of the customer initiatives & channel strategy
- Comfortable with presenting to Senior Leaders across the organization the appropriate level of detail by audience
Qualifications:
- Bachelor's degree in a related field
- 5+ years of experience in customer service, customer experience, or a related field at a Leadership level
- Strong communication and interpersonal skills, with the ability to build relationships with members and team members alike
- Proven track record of analyzing and solving complex customer service issues
- Ability to work independently and take ownership of projects and initiatives
- Experience working with cross-functional teams and the ability to influence decision-making at all levels of the organization
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility
