At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives. 

The Experience Design Director is responsible for building the mission critical support processes and operations to make our front-line teams as successful as possible to deliver the world-class support we aspire to.

This will be a hybrid role and will require travel to the Boston HQ as needed.

Responsibilities:

• Own, build, and maintain Quality Assurance framework and team for both internal and external support operations to establish the standard of excellence across our member support
• Design and execute a learning and development strategy to enable Membership Services teams to consistently deliver exceptional member experiences at scale.
• Oversee and integrate the internal and external support content strategy into the Membership Services organization to ensure better member outcomes and reduce agent handled contacts where appropriate
• Drive to member and agent centric outcomes such as CSAT, NPS and eNPSBe a leader to the Experience Design team
• Provide, advocate for our frontline teams and ultimately our members within Whoop.
• Provide input and leadership as part of the senior Membership Services leadership team
• Travel to the Boston HQ as needed

Qualifications:

• Minimum of 7 years of relevant work experience
• Effectively balance strategic thinking with tactical execution
• Metrics oriented and take a data-informed approach to management and decision making
• Exceptional hands-on approach with strong analytical and leadership skills
• Builders mindset with an optimistic approach to difficult problems
• Excellent business acumen with an instinctive ability to create scalable solutions
• Results-oriented and have a strong desire to get involved with day-to-day operations of WHOOP

NOTE: The qualified applicant must reside in one of the following states to be considered: AZ, CA, CO, CT, D.C., FL, GA, IN, MA, ME, MD, MN, MO, MS, NC, NJ, NH, NV, OH, OR, OK, PA, SC, TX, UT, VT, VA, WI.

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.