Read by 43 job seekers.

Limerick

At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.

WHOOP is seeking an Operations Manager for our new Overnights team with a passion for leadership, to support our Membership Services Representatives (MSRs). Our Membership Services team is a group of professionals who love supporting communities and geek out on identifying underlying issues for our members.

This leadership role will focus on supporting our teams in Ireland & the U.S. who handle support problems related to the App, hardware challenges with the WHOOP strap, analytical questions about the user’s data, and membership and billing-related questions. We are looking for a highly motivated individual who already has a passion for creating an amazing member experience and wants to help drive others to do the same. You must have a strong aptitude for coaching and driving a team to success.

Reporting to the Senior Operations Manager, you will provide leadership and supervision within the Operations team, ensuring your team meets and exceeds service delivery targets with first class support to members.

This Operations Manager role is a Hybrid role meaning that 20% of your time per week will be remote and 80% of your time based in our Limerick office in Ireland.

Responsibilities:

Manage a hybrid overnight team of 2 team managers with varying schedules (each team manager leads a team of 10-12 Membership Services Representatives)

Proactive lead, drive, motivate, and develop high performing teams to be self sufficient within a time-sensitive and exciting environment to deliver on operational KPIs

Develop your team managers into talented people managers through coaching, mentoring and setting up personal development plans

Develop and maintain strong relationships with our stakeholders across all departments

Provide excellent support that establishes trust for our WHOOP members, including strong member satisfaction

Improve operational management systems, processes and best practices

Identify training needs and facilitate training sessions with the support of our L&D team as needed for team members

Conduct regular shadowing sessions among team managers and agents for quality and efficiency purposes

Effectively drive employee engagement and culture throughout the organisation to deliver an amazing employee and member experience

Making data-driven decisions and process improvements for your teams & the company

Drive continuous process improvement to deliver a consistent world-class experience for our members

Handle member escalations and issues as appropriate, in a timely manner

Follow company guidelines while thinking quickly to offer solutions to meet the customers’ needs

Provide clear direction and documentation on both people & performance management with the support of our HR team

Interview and provide recommendations of candidates for hire

Requirements:

3+ years of proven experience as an Operations Manager in a contact centre environment, including managing a remote team, with proven leadership and a track record of delivering results

Experience working overnight shifts in a previous role is preferred but not mandatory

Passion for leading and coaching others

Excellent written and oral communication skills

Positive attitude and high energy performer

Ability to thrive in a dynamic, fast-paced startup environment

Ability to leverage multiple applications and tools

You can develop actionable insights from complex data & have experience with data analysis, data manipulation, and are highly proficient in Excel/Sheets

Ability to set strategy for the organisation, and follow through on tactical execution

Strong planning and organisational skills, with the ability to work under pressure, remain calm, communicate and to prioritise workload to meet deadlines

Proven track record of analysing information, troubleshooting problems, and resolving issues as needed

Must be eligible to live and work in Ireland

Must be available to work 80% of the time per week at our Limerick 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.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $60,000 - $80,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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