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. Within Membership Services, we bring that mission to life by transforming every touchpoint into a catalyst for progress, so members feel equipped to rise to the moment, every moment.

WHOOP is seeking a Change Management Specialist to help Membership Services successfully adopt, embed, and sustain operational change. This role will help shape and operate the team’s change management framework, supporting changes to products, policies, processes, tools, and ways of working. This includes change intake, impact assessment, sizing, governance, implementation planning, adoption measurement, and reinforcement.

You will partner closely with Learning & Training, Quality, Knowledge Management, Support Operations, and Readiness to translate upcoming changes into coordinated, practical plans. You will help ensure Membership Services leaders and representatives understand what is changing, why it matters, how their work will be affected, and what support they need to confidently serve our members.

Through structured planning, frontline engagement, data, and feedback, you will identify adoption risks, coordinate the right support, and help ensure changes are clearly understood, effectively implemented, and sustained over time - enabling Membership Services to consistently deliver the distinguished service our members expect.

Responsibilities

Manage the Membership Services change intake, assessment, and sizing process, evaluating the impact on both members and internal teams to determine the appropriate path.

Build and execute right-sized change plans that define the intended member experience, impacted audiences, communications, enablement needs, milestones, dependencies, risks, ownership, and success measures.

Coordinate with Learning & Training, Quality, Knowledge Management, and Support Operations to ensure representatives have the guidance, skills, processes, and resources needed to provide accurate and consistent member support.

Assess the impact of upcoming changes on AI-enabled support and automation, coordinating updates to knowledge, workflows, guardrails, testing, and escalation paths to ensure accurate and consistent member experiences from launch.

Manage assigned changes through implementation, adoption, and reinforcement, anticipating potential member friction and ensuring teams are prepared to support the experience from launch.

Partner with Launch Readiness Specialists on complex initiatives, leading or supporting the employee impact and adoption workstream while bringing frontline and member insights into readiness decisions.

Engage Membership Services leaders and frontline teams to validate impacts, identify adoption barriers, gather feedback, and ensure change plans reflect the realities of the member experience.

Track adoption and outcomes using employee feedback, training and knowledge indicators, quality trends, process adherence, operational performance, and member contact data; coordinate targeted action where gaps emerge.

Provide clear stakeholder updates, facilitate post-implementation reviews, and apply lessons learned to reduce member friction and continuously improve how change is delivered across Membership Services.

Qualifications

2+ years of experience in change management, project coordination, enablement, operations, or a related field.

Experience supporting change from planning through implementation, adoption, and reinforcement.

Strong organizational and project management skills, with the ability to manage multiple priorities and timelines.

Excellent communication and stakeholder management skills, with the ability to translate complex information into clear, practical guidance.

A member-first, data-informed approach to identifying risks, measuring outcomes, and improving the experience.

Fluency with AI-enabled tools and the judgment to use them responsibly while maintaining high standards for accuracy and quality.