▷ 15h Left Senior Operations Manager, Membership Services

3 days ago

Limerick, Ireland Whoop Full time

At WHOOP, we’re on a mission to unlock human potential by providing cutting-edge health and performance insights. Our innovative wearable technology and data-driven insights empower members to achieve their best every day.

We are seeking a dynamic and experienced Senior Operations Manager to lead, develop, and inspire a team of Operations Managers and Team Managers. You will drive the performance of the Membership Services Delivery Team, ensuring member satisfaction, operational excellence, and scalability while working closely with cross-functional teams and the Membership Services Director to ensure your team has the tools they need to succeed.

This role is Hybrid based in our Limerick office with 1 remote day per week and requires a strategic leader with a passion for delivering exceptional member experiences and building high-performing teams.

RESPONSIBILITIES:

1. Manage, develop, and motivate Operations Managers and Team Managers to ensure consistent delivery of high performance.
2. Conduct regular shadowing sessions to ensure quality and efficiency, while identifying training needs and facilitating development programs.
3. Foster a positive, engaging, and inclusive team culture to deliver an amazing employee and member experience.
4. Drive team performance to meet and exceed key operational metrics, including member satisfaction and service quality, through coaching and performance management.
5. Set the vision, direction, and culture of the department by managing individual and team expectations and goals, analyzing performance to meet and exceed KPI targets.
6. Develop, coordinate, and evaluate the Membership Services Delivery Team's service delivery to optimize processes and scale operations effectively.
7. Ensure timely resolution of member escalations and issues, following company guidelines and providing tailored solutions to meet member needs.
8. Maintain a member-first mindset while driving operational improvements to enhance satisfaction.
9. Partner with internal teams to build scalable, cost-effective processes without compromising member experience.
10. Regularly communicate with senior and executive management on project status, performance trends, and organizational risks.
11. Follow company guidelines while thinking quickly to offer solutions to meet the customers’ needs.
12. Provide clear direction and documentation on performance management.
13. Analyze team performance and implement best practices to meet and exceed KPIs.
14. Identify opportunities for process optimization and innovation in member service delivery.

QUALIFICATIONS:

1. Bachelor’s degree in Business Administration, Operations Management, or a related field (favorable but not mandatory).
2. 7+ years of experience in operations management, with at least 3 years in a leadership role managing managers.
3. Proven track record of driving performance in member or customer-facing teams, preferably in a tech or subscription-based business.
4. Strong analytical skills and experience using data to drive decisions and process improvements.
5. Excellent communication and interpersonal skills for managing teams and collaborating across functions.
6. Experience in process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
7. Ability to manage escalations effectively and provide timely, member-focused solutions.

This role is based in the WHOOP office located in Limerick, Ireland. The successful candidate must be prepared to work out of the Limerick, Ireland office.

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 to determine employment eligibility. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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