Overnight Operations Leader
This is a leadership role supporting our Membership Services teams in Ireland and the U.S., who handle inquiries related to the app, hardware, data insights, and membership or billing issues. As an Overnight Operations Manager, you will lead and support a team within Operations, ensuring service delivery targets are met while providing first-class support to our members.
We're seeking a highly motivated leader with a passion for delivering exceptional member experiences and inspiring others to do the same. The ideal candidate will bring a strong coaching mindset, a proven ability to develop high-performing teams, and a drive to lead with empathy and accountability.
The successful candidate will manage a hybrid overnight team of 2–3 Team Managers (each managing 10–12 Membership Services Representatives) with varying schedules. You will proactively lead, motivate, and develop high-performing teams in a time-sensitive environment, driving performance against key operational KPIs.
- Responsibilities:
• Manage and support a hybrid overnight team of 2-3 Team Managers and their respective teams
• Lead and motivate teams to deliver exceptional results in a fast-paced environment
• Develop and implement strategies to improve operational systems and workflows
• Collaborate with cross-functional stakeholders to support initiatives and ensure smooth alignment across departments
• Deliver exceptional support that builds trust with members and contributes to strong member satisfaction
• Identify opportunities to improve processes and implement best practices
• Contribute to the integration and optimization of AI-powered support tools, using data and team feedback to drive continuous improvement
• Work with the L&D team to identify training needs and coordinate training sessions as needed
• Conduct regular shadowing and QA reviews with Team Managers and agents to drive quality and efficiency
• Champion a positive, engaging team culture to create an outstanding employee and member experience