Senior Manager, Learning & Training – Membership Services

Whoop-posted 3 months ago
Full-time • Senior
Boston, MA
501-1,000 employees
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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.

  • 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.
  • 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.
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