Program Specialist, Membership Services

Job Description

Job Description

RESPONSIBILITIES:

• Own cross-functional intake and partnership across teams like Growth, Product, and Marketing – centralizing incoming changes, embedding Voice of Customer and Employee insights early, and helping manage a shared roadmap to ensure Enablement and Operations are fully prepared to support both Membership Services Representatives to deliver a seamless member experience.

• Support larger cross-functional programs within the Program Management team.

• Turn metrics into decisions and represent our members, translating rich data into crisp dashboards and executive narratives that spotlight “why it’s happening” and “what we’ll do next.” 

• Standardize tools & documentation, creating reusable templates, SOPs, and governance artifacts that serve as the single source of truth for program execution across Membership Services and ensure Membership Services Representatives are fully prepared the moment a new feature or promotion goes live. 

• Help coordinate our AI-supported service strategy, ensuring members receive hyper-personalized, effortless help at every touchpoint

• Drive proactive risk & issue management, and escalate blockers before they threaten scope, timeline, or member experience. 

• Craft stakeholder updates that get read, and lead productive meetings that drive momentum, ensuring all communication is tailored to the audience’s needs.

• Champion a culture of continuous learning, experimentation & improvement by facilitating retros, proposing creative solutions using bleeding-edge AI tools, and implementing incremental tweaks.

• 2+ years in project/program coordination or management.

• Self-starting, fast-moving, and collaborative approach to problem-solving.

• Excellent attention to detail with the ability to handle multiple tasks efficiently.

• Passion for building partnerships and working cross-functionally with a wide range of stakeholders on diverse initiatives.

• Familiarity with data visualization tools such as Sigma or similar.

• Skilled in project management fundamentals.

• Demonstrated passion for performance, wellness, and the WHOOP mission.

• 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.