Director, Membership Services Operational Excellence
LimerickFull-TimeDirectorOther
RESPONSIBILITIES:
- Define and own the strategic roadmap for Membership Services Operations, aligning operational priorities with Membership Services vision, strategic objectives, and north star metrics.
- Drive accountability for operational KPIs, including service level attainment, CSAT, first contact resolution, time to first response, average speed of answer, and employee engagement.
- Identify, design, and implement scalable process improvements that enhance efficiency, reduce waste, and elevate the end-to-end member experience.
- Partner cross-functionally (Product, Engineering, Logistics, Finance, and more) to ensure member-centric execution of new initiatives, launches, and process changes.
- Establish a culture of continuous improvement by leveraging data, experimentation, and structured problem-solving methodologies.
- Manage strategic relationships with Business Process Outsourcing (BPO) partners, working closely with our BPO Performance Manager to align on performance standards, quality expectations, capacity planning, and continuous improvement initiatives that deliver a seamless global member experience.
- Build, coach, and develop high-performing leaders and teams, fostering a collaborative, accountable, and values-driven environment aligned with WHOOP Core Values.
QUALIFICATIONS:
- 8+ years of experience in customer service or membership operations, with 4+ years leading teams in a senior leadership capacity.
- Demonstrated success driving operational excellence in a high-growth, fast-paced environment.
- Experience developing and scaling KPIs, dashboards, and performance management frameworks tied to strategic outcomes.
- Strong cross-functional leadership skills with the ability to influence without direct authority.
- Proven ability to lead large-scale process improvements from strategy through execution and measurable impact.
- Analytical mindset with comfort leveraging data to inform decisions and prioritize initiatives.
- Bachelor’s degree or equivalent professional experience.
- Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions.
- This role is based in Limerick, Ireland. We will only consider candidates who are willing to work out of our Limerick office.
