Director, AI-Driven Member Enablement

WHOOP; Boston (MA); On-site; USD 130,000 - 175,000; Full time

Benefits offered by this job

Equity

Benefits package

Job summary

WHOOP is seeking a Director, Member Enablement to lead the technology and AI enablement strategy for Membership Services. You will partner with Product, Technology, AI Software, and Operations to deliver an elevated, scalable service experience for WHOOP members.

You will drive AI-powered servicing, knowledge management, and tool ecosystems to reduce friction and improve resolution, while shaping the roadmap for end-to-end member journeys.

Qualifications

• Extensive experience shaping AI-enabled customer service strategies.
• Proven track record improving service outcomes via technology and automation.
• Strong leadership across product, tech, and operations.

Responsibilities

• Define and lead the technology and AI enablement strategy for Membership Services.
• Own AI-powered member servicing strategy, including the WHOOP AI support agent and optimization.
• Own and improve theMembership Services technology ecosystem and integrations.
• Lead Knowledge & Content strategy for human and AI servicing.
• Identify and eliminate friction across end-to-end member servicing journeys.
• Partner with Product, Business Technology, AI Software, Analytics, and Operations to translate needs into scalable tech solutions.

Skills

Customer experience strategy

AI in customer service

Cross-functional leadership

Knowledge management

CRM platforms

Data-driven decision making

AI capabilities awareness

Job description

WHOOP is seeking a Director, Member Enablement to lead the technology and AI enablement strategy for Membership Services. You will partner with Product, Technology, AI Software, and Operations to deliver an elevated, scalable service experience for WHOOP members.

You will drive AI-powered servicing, knowledge management, and tool ecosystems to reduce friction and improve resolution, while shaping the roadmap for end-to-end member journeys.