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 Product Manager II to focus on enhancing the efficiency of our Membership Services operations. In this role, you will work with the Membership Services team to implement AI initiatives that reduce response times, increase member satisfaction, and drive efficiency for Membership Services Representatives. You will also be responsible for improving in-app features to address common member inquiries before they arise, and for exploring and executing new channels for Members to communicate with Membership Services.
RESPONSIBILITIES:
- Collaborate with Membership Services to identify key opportunities for automation to enhance support response speed and quality.
- Design and implement in-app improvements that proactively address frequent member issues, reducing the volume of support tickets.
- Lead the exploration, development and integration of new communication channels
- Use data analytics to track, evaluate, and optimize customer service workflows and product features, ensuring maximum impact on member satisfaction.
- Serve as a liaison between Membership Services and Product teams to ensure a cohesive approach to improving member support and experience.
- Partner with cross-functional teams, including engineering, design, and data science, to prioritize and deliver impactful product updates that drive operational efficiency.
- 2-3 years of product management experience, preferably in customer service, customer success, or similar operations.
- Strong understanding of automation technologies and strategies for improving customer service processes.
- Proven track record of delivering in-app solutions to enhance user experience and reduce customer support needs.
- Experience working cross-functionally with engineering, data, and customer service teams to develop product improvements.
- Ability to synthesize customer feedback, data, and operational insights into clear product strategies.
- Excellent problem-solving skills and a passion for improving member engagement through innovative support solutions.
- Strong communication and project management skills, with a proven ability to set clear priorities and drive alignment around decisions.
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.
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