Operations Manager - Days
LimerickFull-TimeManagerOperations
Responsibilities
- Manage a hybrid 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 WHOOP 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 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.
- 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 managing a remote team 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 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 at our Limerick office (1 day a week remote)
