Operations Manager, Membership Services
At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Membership Services Operations Manager to lead a remote operations team consisting of team managers and representatives. In this role, you will help develop and coach team managers as we continue to scale our team. You will work closely with Product Experts and management to ensure your team has the tools they need to succeed. You will take on escalated member issues that can range from hardware challenges with the WHOOP Strap to software problems with the app to analytical questions about the users’ data.
Responsibilities:
- Manage a remote team of 5-8 Team Managers with varying schedules (each team manager leads a team of 10-12 Membership Services Representatives)
- Drive the overall performance of your team, including member satisfaction, through coaching and performance management
- Analyze team performance to drive overall improvements in KPIs
- Identify training needs and facilitate training sessions as needed for team members
- Conduct regular shadowing sessions among team managers and agents for quality and efficiency purposes
- Effectively drive employee engagement and culture throughout the organization to deliver an amazing employee and member experience
- Handle member escalations and issues as appropriate, in a timely manner
- Follow company guidelines while thinking quickly to offer solutions to meet the customers’ needs
- Provide clear direction and documentation on performance management
- Interview and provide recommendations of candidates for hire
Qualifications:
- 5+ years of experience in service management, including managing a remote team, with proven leadership and a track record of delivering results
- Passion for leading and coaching others
- Ability to set strategy for the organization, and follow through on tactical execution
- Excellent written and oral communication skills
- Ability to remain calm, professional, and communicative under pressure, and during events that impact our members
- Proven track record of analyzing information, troubleshooting problems, and resolving issues as needed
- Ability to thrive in a dynamic, fast-paced startup environment
- Ability to leverage multiple applications and tools
- Have a positive attitude and be a high energy performer
NOTE: The qualified applicant must reside in one of the following states to be considered: AZ, CO, CT, D.C., FL, GA, IN, MA, ME, MD, MN, MO, MS, NC, NJ, NH, NV, OH, OR, OK, PA, SC, TX, UT, VT, VA, WI.
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.