Identify and implement automation opportunities to improve response times, enhance support quality, and streamline workflows for Membership Services Representatives.Explore and launch new communication channels to provide seamless interactions between members and Membership Services.Partner with engineering, design, data science, and Membership Services teams to deliver impactful solutions aligned with business goals.Provide guidance and mentorship to junior product managers and cross-functional teams, fostering a culture of innovation and continuous improvement.

Define and own the product strategy for Membership Services tooling, including internal support systems, self-service solutions, and AI-driven initiatives.Drive the development of proactive in-app features that address frequent member inquiries and improve the member experience.Leverage data analytics to evaluate the impact of tooling improvements, optimize workflows, and continuously enhance the member support experience.Act as a bridge between Membership Services and Product teams, ensuring a cohesive strategy for improving member satisfaction and operational efficiency.Mentorship &5+ years of product management experience, with a track record of leading initiatives in customer service, customer success, or operations-related domains.Deep understanding of automation technologies, AI solutions, and strategies for scaling customer service operations.Proven ability to deliver impactful in-app solutions that enhance user experience and reduce customer support needs.Strong analytical mindset with experience using data to drive product decisions and measure success.Exceptional communication and leadership skills, with a proven ability to align stakeholders and prioritize initiatives effectively.Experience managing complex cross-functional projects involving engineering, design, and operational teams.A passion for driving member engagement and satisfaction through innovative support solutions.This role is based in the WHOOP office located in Boston, MA. The successful candidate must be prepared to relocate if necessary to work out of the Boston, MA office.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.