Senior Manager, Membership Services Operations

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.