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.
WHOOP is hiring a Senior Business Systems Analyst to join the Business Systems team, supporting the operations and scaling of our Membership Services function. BSA roles can take different shapes at different companies; we are looking for a strong technical skillset accompanied by an excellent ability to understand user needs and make sound prioritization and implementation decisions. You’ll be a key contributor in evolving the technology and processes that our Membership Services team uses thousands of times each day. You’ll use your technical skills to improve the member experience and the efficiency of our operations across a suite of best-in-class 3rd party tools, custom software, and AI capabilities. The best candidates will bring a combination of strong technical skills, a relentless focus on understanding their customers, and a knack for improving high volume support operations.
*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.*
RESPONSIBILITIES:
- Help build the consumer tech industry’s best customer support experience. Help us turn every member who interacts with Membership Services into a loyal WHOOP fan.
- Partner with stakeholders across Membership Services, Engineering, Product, and Operations to understand future system needs and translate them into technical solutions.
- Proactively identify and implement process improvements across Membership Services workflows, with a strong focus on automation, data accuracy, data security, and cross-system alignment.
- Demonstrate unusually high levels of initiative and autonomy as you go about solving problems.
- Define and execute User Acceptance Testing, training, and change management initiatives for end users.
- Drive projects related to case management, Computer Telephony Integration (CTI), self-service, customer experience, and order fulfillment logistics.
- Develop documentation for technical and non-technical audiences.
- Coach and up-level BSAs on your team and neighboring teams through direct and indirect mentorship
- Be hands-on using AI platforms and tools to design, prototype, and evaluate AI-powered workflows, automations, and proofs of concept.
QUALIFICATION:
- BS in Information Systems, Computer Science, Business, or equivalent experience.
- 5+ years of professional experience in system administration, automation, product management, or software development with both functional and technical responsibilities.
- Ability to translate business processes into scalable system designs and technical requirements.
- Effective communication skills, with proven success collaborating across technical and non-technical teams.
- Experience with CRM (e.g. Salesforce; Hubspot) and Case Management systems (e.g. Salesforce Service Cloud, Zendesk, Intercom) and integrated CTI (e.g. Zoom Contact Center, Aircall), WFM (e.g. Calabrio, Zendesk) systems.
- Customer-first mindset, proactively driving improvements to the end-user and customer experience.
- Entrepreneurial mindset, with the ability to think creatively, take calculated risks, and thrive in a fast-paced, dynamic environment.
- Strong experience and 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.
