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Senior Manager, Learning & Training – Membership Services

Whoop

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Location:
United States, Boston

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

85000.00 - 125000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 5+ years of experience in training, enablement, or learning & development
  • 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
  • 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
What we offer:
  • equity
  • benefits

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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