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.

As the Director of Membership Services Enterprise Support at WHOOP, you’ll build and lead a team responsible for delivering a truly exceptional member experience for our valued Enterprise members. You’ll use the best of the existing Membership Services infrastructure and build new processes to meet the unique needs of our Enterprise business. This role will report directly to the VP of Membership Services.

Responsibilities:

• Build, develop and enhance a high-performance, member-centric culture and processes across the Membership Services Enterprise Support team
• Work closely with our partners in the Enterprise team, specifically the Customer Success organization, to design and deliver support services that meets the needs of our Enterprise members
• Work across Membership Services to ensure we are managing the Enterprise support business in an efficient and where possible consistent manner so that we retain a coherent voice of WHOOP
• Ensure that data is being generated, collected, structured and reported across the organization to allow continuous improvement for our teams and our members
• You’ll be part of the Membership Services leadership team

Qualifications:

• Passion for world-class support operations
• Excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment
• Ability to inspire, implement and execute new process and procedures effectively
• Ability to prepare budgets, reports and data analyses
• Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM and telephony systems
• Over 8 years of experience in a variety of customer service environments with at least 3 years in a leadership level and working with Enterprise customers
• BA degree required (Advanced degree preferred)

Location: Boston, MA (preferred, will consider remote locations)

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