Senior Operations Manager, Membership Services

As a Senior Operations Manager at WHOOP, your primary responsibilities will include managing and developing a team of Operations Managers, overseeing the Membership Services Delivery Team's performance, and ensuring high member satisfaction. You will also conduct shadowing sessions to identify training needs, foster an engaging team culture, and drive operational improvements to meet KPIs. Additionally, you will partner with internal teams, communicate with senior management, and focus on optimizing service delivery processes.

To be considered for the Senior Operations Manager position at WHOOP, candidates should ideally hold a Bachelor’s degree in Business Administration, Operations Management, or a related field, alongside 7+ years of experience in operations management, including at least 3 years in a leadership role. Familiarity with process improvement methodologies such as Six Sigma or Lean is beneficial, along with strong analytical and communication skills to drive performance in member-facing teams.

The work environment for the Senior Operations Manager at WHOOP is dynamic and collaborative. This hybrid role is based in the Limerick office, offering one remote day per week. You will be part of a team focused on delivering exceptional member experiences while maintaining an inclusive and positive culture. Your contributions will directly impact operations and team performance, ensuring that members receive the best service possible.

WHOOP places a strong emphasis on the professional growth of its Senior Operations Managers by encouraging continuous learning and development. Through regular shadowing sessions, tailored training programs, and a culture of feedback, you will have opportunities to expand your skills and lead your team effectively. Additionally, WHOOP values character alongside experience, promoting an inclusive environment where all employees can thrive.

Working as a Senior Operations Manager at WHOOP is unique due to the company's commitment to unlocking human potential through innovative health insights. You’ll play a critical role in shaping the member experience while collaborating with cross-functional teams to drive operational excellence. The blend of leadership, analytics, and team development in a supportive work environment offers a fulfilling experience that can significantly impact your career.

When discussing your experience, focus on specific roles where you managed teams in member or customer-facing environments. Talk about methods you've used to drive performance, increase member satisfaction rates, and any KPIs you successfully met or exceeded.

In answering this question, describe a structured approach to performance management that includes open communication, constructive feedback, and a personalized development plan. Emphasize your commitment to team dynamics and improving individual performance through coaching.

Share specific strategies you employed that led to improved member satisfaction, such as process improvements, training programs, or feedback loops. Provide data or outcomes that illustrate your success, which shows you understand the importance of a member-first mindset.

Defining success for your team involves setting clear, measurable goals aligned with organizational objectives. Discuss specific KPIs you track, regular performance reviews, and how you create a culture of accountability and recognition within your team.

When answering this question, provide a concrete example where you identified an operational inefficiency, the steps you took to implement a solution, and the outcomes. Highlight any methodologies you used, such as Six Sigma or Lean, to show your expertise in process improvement.

Discuss initiatives or practices you’ve established to create an inclusive culture, such as regular team-building activities, open forums for feedback, and diverse hiring strategies. Highlight the importance of psychological safety in your team and how it contributes to high performance.

Use the STAR method to describe a specific incident where you addressed a member escalation. Outline the situation, your approach to resolving the issue, and the positive outcome that followed, which underscores your commitment to member satisfaction.

Identify key metrics such as NPS (Net Promoter Score), first response time, resolution time, and member retention rates. Explain why these metrics matter and how they collectively contribute to understanding and improving member experience.

Discuss your familiarity with data analysis tools and techniques. Provide examples of how you've utilized data to drive operational improvements, adjust strategies, and make informed decisions that benefit both the team and the members.

Share your motivation for wanting to work at WHOOP, focusing on the company's mission, culture, and how your values align with theirs. Highlight your passion for health and performance insights, and how you can contribute to furthering that mission.