Senior Product Manager (Membership Services & AI Solutions)
WHOOP
Software Engineering, Product, Data Science
Boston, MA, USA
Posted on Oct 1, 2024
At WHOOP, we're on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Senior Manager, Product Management to lead and expand the scope of our Membership Services operations and tooling. This role will focus on optimizing our internal support systems, implementing AI-driven solutions to increase operational efficiency, and enhancing the member experience through improved self-service tools. You will partner with cross-functional teams to define and execute a strategic roadmap that includes in-app features, automation, and innovative communication channels to better serve our growing member base.
RESPONSIBILITIES:
- Product Strategy: Define and own the product strategy for Membership Services tooling, including internal support systems, self-service solutions, and AI-driven initiatives.
- AI-Powered Efficiency: Identify and implement automation opportunities to improve response times, enhance support quality, and streamline workflows for Membership Services Representatives.
- Member-Centric Enhancements: Drive the development of proactive in-app features that address frequent member inquiries and improve the member experience.
- Innovative Communication: Explore and launch new communication channels to provide seamless interactions between members and Membership Services.
- Data-Driven Insights: Leverage data analytics to evaluate the impact of tooling improvements, optimize workflows, and continuously enhance the member support experience.
- Cross-Functional Collaboration: Partner with engineering, design, data science, and Membership Services teams to deliver impactful solutions aligned with business goals.
- Stakeholder Alignment: Act as a bridge between Membership Services and Product teams, ensuring a cohesive strategy for improving member satisfaction and operational efficiency.
- Mentorship & Team Development: Provide guidance and mentorship to junior product managers and cross-functional teams, fostering a culture of innovation and continuous improvement.
QUALIFICATIONS:
- 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.