Senior Manager, Learning & Training - Membership Services

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.

At WHOOP, we view total compensation as the combination of base salary, equity, and benefits, with equity serving as a key differentiator that aligns our employees with the long-term success of the company and allows every member of our corporate team to own part of WHOOP and share in the company’s long-term growth and success.

The U.S. base salary range for this full-time position is $85,000 - $125,000. Salary ranges are determined by role, level, and location. Within each range, individual pay is based on factors such as job-related skills, experience, performance, and relevant education or training.

In addition to the base salary, the successful candidate will also receive benefits and a generous equity package.

These ranges may be modified in the future to reflect evolving market conditions and organizational needs. While most offers will typically fall toward the starting point of the range, total compensation will depend on the candidate’s specific qualifications, expertise, and alignment with the role’s requirements.