Senior Manager, Learning & Training – Membership Services bei Whoop

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.

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