Job Description

WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.

Who we are

The Implementation team is a branch of the US CX/Operations team. We facilitate the discovery, implementation, and communication of cross-functional initiatives to our in-person and virtual Workshop teams. We identify and resolve gaps in the workshop/employee experience, maximize efficiencies and effectiveness, and serve as the liaison between central partners and the field, all while striving to consistently exceed the expectations of our Members and Workshop Field Team Members.

What you will do

As Director of CX/Ops Implementation, you will be accountable for coaching and developing a team of Implementation Managers who execute on the seamless delivery of initiatives across our North America field organization (US and Canada). Working with other areas of the business, you and your team will represent the US Customer Experience Operations team on various projects, providing operational insight during discovery, design and testing phases of new initiatives. You will collaborate on the best solutions for our Workshops business (in person and virtual), our field teams, and, most critically, our members. Once initiatives are ready to be implemented, your team will ensure successful change management and implementation within our field teams, processes and systems.

Lead implementation of initiatives across all operational areas that affect the Workshops business

Use standardized implementation processes and infrastructure to launch and improve field-focused initiatives that drive efficiencies and consistency

Provide input, insight and data to central partners to inform development of concepts and initiatives

Assemble and lead cross-organizational teams ensuring collaboration, engagement and ultimate execution of tasks and deliverables; partners include Experience Design, People (HR), Product and Tech, Real Estate, Science, CX Insights, Field Communications and Studio Operations

Identify operational impacts and risks of proposed projects, products and practices to ensure smooth implementation of initiatives

Aggregate learnings post-implementation in order to inform discovery and development of future projects

Serve as the passionate, strategic, and subject matter expert voice for the Field.

Act as first point of escalation on implementation projects

Manage and coach a team of Implementation Managers through career, skill and personal development; engage and retain top talent

Who you are

College Degree strongly preferred

Minimum five to seven years of related experience in project management, change management and operations

Experience working in multi- site, complex environment

Strong organizational and interpersonal skills to drive projects to completion

Proven record as a people leader

Passion for healthy lifestyle a plus

At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.