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At WHOOP, we’re on a mission to unlock human performance and healthspan. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is hiring a Senior Manager of Membership Services Operations to drive operational excellence while amplifying the member experience through a hospitality-first mindset. Reporting to the Director of Membership Services Operational Excellence, this leader will translate the Membership Services vision — We empower every member to perform every day — into scalable, high-impact operational practices. You will serve as a critical bridge between strategy and execution, leading frontline leadership while championing cultural transformation that extends beyond service into a deeply member-centric experience.Responsibilities
- Lead and develop Operations Managers and their teams, fostering a high-performance culture rooted in accountability, empathy, and a hospitality-driven approach to member experience.
- Translate strategic priorities set by senior leadership into clear operational plans, ensuring consistent execution across teams and alignment with Membership Services vision and KPIs.
- Drive performance against key operational metrics (e.g., CSAT, service levels, first contact resolution), identifying trends and implementing improvements that elevate both efficiency and member satisfaction.
- Champion a hospitality mindset across Membership Services, embedding principles that go beyond transactional support to create meaningful, trust-building member interactions.
- Partner cross-functionally (Product, Engineering, Logistics, People Operations, and more) to ensure seamless execution of initiatives and continuous improvement of the end-to-end member journey.
- Identify and implement process, tooling, and workflow enhancements that improve scalability, quality, and team effectiveness, leveraging data and frontline insights.
- Coach and mentor leaders to strengthen their capabilities in performance management, employee engagement, and change leadership.
- Act as a culture and change champion, helping evolve Membership Services into a proactive, insight-driven, and member-obsessed organization.
Qualifications
- 5–8+ years of experience in customer service or membership operations, with 2–4+ years managing managers or leading multi-layered teams.
- Proven ability to translate strategy into execution, driving measurable improvements in operational performance and member experience.
- Strong leadership and coaching skills, with a track record of developing high-performing teams and future leaders.
- Experience working in fast-paced, high-growth environments with the ability to balance tactical execution and strategic thinking.
- Data-driven mindset with the ability to analyze performance metrics, identify trends, and drive actionable insights.
- Excellent cross-functional collaboration skills and the ability to influence stakeholders at multiple levels.
- Passion for delivering exceptional member experiences, with an interest in redefining service through a hospitality-oriented approach.
- Strong communication and organizational skills, with the ability to manage competing priorities and drive clarity in ambiguity.
- Must be eligible to work in Ireland and able to work on-site in WHOOP’s Limerick office.
- 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 the WHOOP office located in Limerick, ireland The successful candidate must be prepared to relocate if necessary to work out of the Limerick, Ireland office.
Interested in the role, but don’t meet every qualification? We encourage you to still apply! At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we encourage anyone who is interested in this role to apply.
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility
The WHOOP compensation philosophy is designed to attract, motivate, and retain exceptional talent by offering competitive base salaries, meaningful equity, and consistent pay practices that reflect our mission and core values.
At WHOOP, we view total compensation as the combination of base salary, equity, and benefits, with equity serving as a key differentiator that aligns our employees with the long-term success of the company and allows every member of our corporate team to own part of WHOOP and share in the company’s long-term growth and success.
WHOOP Boston, Massachusetts, USA Office
1 Kenmore Sq, Boston, MA, United States, 02215
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