Overnight Operations Manager
Job Summary
Job Description
The Overnight Operations Manager will lead and support a hybrid overnight team, ensuring service delivery targets are met and providing first-class support to members. Responsibilities include managing Team Managers, motivating and developing high-performing teams, collaborating with stakeholders, identifying improvement opportunities, contributing to AI tool integration, coordinating training, conducting QA reviews, championing team culture, using data for decision-making, handling member escalations, and partnering with People Operations. The ideal candidate will have a strong coaching mindset and ability to develop high-performing teams. This role requires the candidate to be based in Limerick, Ireland, with one remote day per week.
Must have:
- 3+ years experience as an Operations Manager
- Passion for leading and coaching others
- Excellent written and oral communication skills
- Ability to thrive in a fast-paced environment
- Experience with data analysis and Excel/Sheets
- Ability to set strategy and execute tactically
- Strong planning and organizational skills
- Proven track record of resolving issues
- Eligibility to live and work in Ireland
- Availability to work in Limerick office
Good to have:
- Experience working overnight shifts
- Experience managing a remote team
7 skills required
Job Details
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 an Operations Manager for our Overnights team with a passion for leadership and to support our Membership Services Representatives (MSRs). Our Membership Services team is made up of dedicated professionals who are passionate about helping our member community and skilled at uncovering the root causes of member issues.
This leadership role supports our Membership Services teams in Ireland and the U.S., who handle inquiries related to the app, hardware, data insights, and membership or billing issues. We’re seeking a highly motivated leader with a passion for delivering exceptional member experiences and inspiring others to do the same. The ideal candidate will bring a strong coaching mindset, a proven ability to develop high-performing teams, and a drive to lead with empathy and accountability.
Reporting to the Senior Operations Manager, you will lead and support a team within Operations, ensuring service delivery targets are met while providing first-class support to our members.
This is a hybrid role meaning 1 scheduled day per week will be remote and the remaining scheduled days based in our Limerick office in Ireland.
RESPONSIBILITES:
- Manage a hybrid overnight 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.
QUALIFICATIONS:
- 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 working overnight shifts & 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)
Interested in the role but don’t meet every qualification? We encourage you to apply! At WHOOP, we believe there’s more to a candidate than what’s on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we welcome all applicants.
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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