Senior Manager, Learning & Training – Membership Services
Boston, MA
Membership Services /
On-site
At WHOOP, we're on a mission to unlock human performance and healthspan. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
Learning & Training (L&T) within Membership Services is a strategic function focused on performance enablement, skill development, and empowering frontline teams to deliver world-class member experiences. WHOOP is hiring a Senior Manager, Learning & Training to lead a global team of Training Specialists, develop and execute a best-in-class L&T roadmap, and directly impact onboarding, ongoing education, and support team performance. This role will scale the systems, programs, and culture that help our teams grow and thrive.
RESPONSIBILITIES:
- Own and execute the Learning & Training roadmap for Membership Services, aligning with operational goals and driving measurable improvements in key performance indicators such as time-to-proficiency, QA scores, CSAT, and reopen rates.
- Lead and develop a high-performing team of global Training Specialists, establishing clear team rhythms, role clarity, and growth paths that foster both team effectiveness and professional development.
- Design and scale onboarding programs and continuous learning experiences that are globally consistent, role-specific, and deeply aligned with member-centric service delivery.
- Partner cross-functionally with MS Operations, QA, and Knowledge Management to translate performance data into impactful, timely training interventions.
- Launch and expand continuing education initiatives, including refreshers, microlearning, and on-demand training, to support upskilling and adaptability.
- Collaborate with internal stakeholders to ensure new processes, tools, and product launches are supported with clear and engaging training experiences.
- Lead the quarterly reporting of L&T’s business impact and training effectiveness, proactively identifying areas of improvement and scalability across shifts and regions.
- Champion a culture of continuous learning and excellence within Membership Services.
QUALIFICATIONS:
- 5+ years of experience in training, enablement, or learning & development, with at least 2 years in a leadership or people management capacity.
- Proven ability to design, scale, and measure learning programs that improve performance in customer experience, support, or operations environments.
- Skilled facilitator with strong written and verbal communication abilities, capable of engaging learners across different regions and experience levels.
- Strong analytical mindset and experience using data to inform training strategies and track progress against KPIs.
- Highly organized and self-directed, with a track record of delivering high-quality work in fast-paced and dynamic environments.
- Experience collaborating cross-functionally with operations, QA, and product teams.
- Deep passion for empowering frontline teams and driving member experience through effective education.
- 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.
