Change Management Team Lead, Membership Services

Location: Boston, MA Workplace: OnSite 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 Team Lead to lead the team responsible for helping Membership Services successfully adopt, embed, and sustain operational change. This role will own and evolve the team’s change management framework, including change intake, impact assessment, sizing, governance, implementation planning, adoption measurement, and reinforcement. This is a people leadership role with accountability for developing Change Management Specialists, setting priorities, managing team capacity, and ensuring changes are delivered consistently and effectively. You will provide hands-on direction for complex or high-impact initiatives while empowering the team to independently manage changes across the Membership Services roadmap. You will partner closely with Membership Services leadership, Learning & Training, Quality, Knowledge Management, Support Operations, Launch Readiness, and other cross-functional teams to translate upcoming changes into coordinated, practical plans. Through strong leadership, structured planning, frontline engagement, data, and feedback, you will ensure changes land effectively with internal teams and enable Membership Services to consistently deliver the distinguished service our members expect. RESPONSIBILITIES - Lead, coach, and develop a team of Change Management Specialists, setting clear expectations, providing ongoing feedback, managing performance, and supporting career growth. - Operate and continuously improve the Membership Services change management framework, including intake, assessment, sizing, governance, planning standards, adoption measurement, and reinforcement. - Manage the team’s priorities and capacity, assigning work based on complexity, risk, business needs, and potential impact on the member experience. - Provide direction for change plans, ensuring they clearly define the intended member experience, employee impacts, communications, enablement needs, risks, ownership, and measures of success. - Lead or provide hands-on support for complex, high-risk, or highly visible changes, serving as an escalation point when barriers could affect adoption, operational performance, or the member experience. - Partner with Learning & Training, Quality, Knowledge Management, Support Operations, and Launch Readiness leaders to align deliverables, resolve dependencies, and prepare teams to support changes from launch. - Lead change governance discussions, providing senior stakeholders with clear visibility into upcoming changes, readiness, adoption risks, required decisions, and recommended actions. - Ensure member and frontline insights are incorporated into change decisions by using employee feedback, quality trends, process adherence, operational performance, and member contact data. - Oversee adoption and post-implementation monitoring, directing targeted communication, enablement, reinforcement, or remediation when gaps or unintended consequences emerge. - Ensure change plans account for impacts on AI-enabled support and automation, while promoting the thoughtful and responsible use of AI tools to improve how the team plans, analyzes, communicates, and delivers change. - Facilitate post-implementation reviews and use lessons learned to strengthen team practices, improve future change delivery, and reduce friction for members and employees. QUALIFICATIONS - 4+ years of experience in change management, program or project management, enablement, operations, or a related field, including direct people management experience. - Demonstrated ability to coach and develop team members, set priorities, manage performance, and build a collaborative, high-accountability team environment. - Experience leading change through planning, impact assessment, implementation, adoption, reinforcement, and post-launch evaluation. - Strong portfolio and organizational management skills, with the ability to balance multiple initiatives, resources, risks, and timelines. - Excellent communication and stakeholder management skills, with the ability to influence senior leaders, navigate competing priorities, and translate complexity into clear direction. - A member-first, data-informed approach to identifying risks, measuring outcomes, and improving both employee and member experiences. - Strong judgment and confidence operating in ambiguity, making decisions, escalating appropriately, and bringing structure to evolving initiatives. - Fluency with AI-enabled tools and the ability to guide their responsible use while maintaining high standards for accuracy, quality, and human judgment. - Demonstrated passion for performance, health and wellness, and the WHOOP mission. 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 https://www.e-verify.gov/to determine employment eligibility   The WHOOP compensation philosophy is designed to attract, motivate, and retain exceptional talent by offering competitive base salaries, meaningful equity, and consistent pay practices that reflect our mission and core values.   At WHOOP, we view total compensation as the combination of base salary, equity, and benefits, with equity serving as a key differentiator that aligns our employees with the long-term success of the company and allows every member of our corporate team to own part of WHOOP and share in the company’s long-term growth and success.   The U.S. base salary range for this full-time position is $60,000 - $80,000. Salary ranges are determined by role, level, and location. Within each range, individual pay is based on factors such as job-related skills, experience, performance, and relevant education or training.   In addition to the base salary, the successful candidate will also receive benefits and a generous equity package. These ranges may be modified in the future to reflect evolving market conditions and organizational needs. While most offers will typically fall toward the starting point of the range, total compensation will depend on the candidate’s specific qualifications, expertise, and alignment with the role’s requirements.