Operations Manager • Lead

Who you are

You are a highly motivated leader with a passion for delivering exceptional member experiences and inspiring others to do the same. You have a strong coaching mindset and a proven ability to develop high-performing teams. Your leadership style is characterized by empathy and accountability, ensuring that your team feels supported and empowered to excel in their roles. You understand the importance of service delivery targets and are committed to meeting them while providing first-class support to members.

You have experience in operations management, particularly in a customer service environment, and you thrive in roles that require collaboration across teams. Your ability to uncover the root causes of member issues is complemented by your dedication to continuous improvement and team development. You are comfortable working in a hybrid environment, balancing in-office presence with remote work to foster team cohesion and productivity.

What you'll do

As the Operations Manager for the Days team at WHOOP, you will lead and support a team of Membership Services Representatives (MSRs) who handle inquiries related to the app, hardware, data insights, and membership or billing issues. You will report to the Senior Operations Manager and be responsible for ensuring that service delivery targets are met while maintaining high standards of member support. Your role will involve coaching and mentoring team members, helping them to develop their skills and achieve their professional goals.

You will work closely with teams in both Ireland and the U.S., fostering a collaborative environment that encourages knowledge sharing and best practices. Your leadership will be crucial in driving team performance and ensuring that all members receive the support they need to succeed. You will also be involved in analyzing team performance metrics and implementing strategies for improvement, ensuring that the team remains focused on delivering exceptional service to WHOOP's member community.

What we offer

WHOOP offers a dynamic work environment where you can make a significant impact on the member experience. You will have the opportunity to work with a dedicated team of professionals who are passionate about helping others. The hybrid work model allows for flexibility, with one scheduled day per week being remote and the remaining days based in the Limerick office. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.