Operations Manager, Membership Services

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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • CircleCIFrameworks
    • CypressFrameworks
    • DockerFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Next.jsFrameworks
    • TensorFlowFrameworks
    • DropwizardFrameworks
    • Room DBFrameworks
    • GuiceFrameworks
    • Core DataFrameworks
    • Core AnimationFrameworks
    • GameKitFrameworks
    • Grand Central DispatchFrameworks
    • KoinFrameworks
    • CassandraDatabases
    • ElasticsearchDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • SQLiteDatabases
    • S3Databases
    • KafkaDatabases
    • AWS (Amazon Web Services)Services
    • GitLabServices
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • DovetailDesign
    • UserTestingDesign
    • JIRAManagement
    • Monday.comManagement
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce PardotCRM
    • IterableLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • Monday.comProject Management

Location

1 Kenmore Sq, Boston, MA 02215

An Insider's view of WHOOP

What projects are you most excited about?

I’m most excited about projects where I get to help plan photoshoots to highlight new WHOOP features. I love conceptualizing an idea in my head and then bringing it to life via photos, design, and words. It can take lots of time to plan the details, but often it’s those small things that make a campaign feel big and impactful.

Josh

Senior Designer

What makes someone successful on your team?

Focus and collaboration are key traits to be successful on our team. With exciting things happening across the team, prioritizing time to focus on the highest value areas and communicating effectively across functions is critical. Of course, practicing what we preach in the form of healthy sleep and recovery habits allows our team members to excel!

Saif

VP, Enterprise Strategy

What are WHOOP Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Lunch and learns
Promote from within
Continuing education stipend

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