Operations Manager for Overnight Team
We are seeking a motivated leader to support our Membership Services team in Ireland and the U.S. 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.
This leadership role supports our Membership Services teams in handling inquiries related to the app, hardware, data insights, and membership or billing issues. As an 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.
The team works in a time-sensitive environment, driving performance against key operational KPIs. You will coach and mentor Team Managers to grow as people leaders, including setting personal development plans and providing regular feedback.
You will collaborate with cross-functional stakeholders to support initiatives and ensure smooth alignment across departments. Deliver exceptional support that builds trust with WHOOP members and contributes to strong member satisfaction.
Responsibilities:
* Manage a hybrid overnight team of 2–3 Team Managers (each managing 10–12 Membership Services Representatives) with varying schedules.
* Proactively lead, motivate, and develop high-performing teams in a time-sensitive environment, driving performance against key operational KPIs.
* Coach and mentor Team Managers to grow as people leaders, including setting personal development plans and providing regular feedback.
* 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 operational systems and workflows, and partner with relevant teams to 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 Learning and Development 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.
* Use data to inform decision-making and recommend improvements that elevate performance and process consistency.
* Handle member escalations as needed, providing timely and effective resolutions.
* Apply company guidelines while thinking on your feet to offer solutions that meet member needs.
* Partner with People Operations (HR) to document and deliver clear performance and people management practices.
* Participate in the interview process and provide thoughtful hiring recommendations.
Requirements:
* 3+ years of proven experience as an Operations Manager in a contact centre environment with proven leadership and a track record of delivering results.
* Experience working overnight shifts & managing a remote team in a previous role is preferred but not mandatory.
* Possession of excellent written and oral communication skills.
* A positive attitude and high energy performer.
* Ability to thrive in a dynamic, fast-paced environment.
* Ability to leverage multiple applications and tools.
* Proficiency in Excel/Sheets, with experience in data analysis, data manipulation, and actionable insights.
* Strong planning and organisational skills, with the ability to work under pressure, remain calm, communicate and 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 at our Limerick office (1 day a week remote).
At our organisation, we believe there's more to a candidate than what's on paper, and we value character as much as experience. We welcome all applicants.