At WHOOP, we're on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.

Are you a seasoned operations professional with a passion for optimizing processes and enhancing supply chain efficiency? WHOOP is seeking a highly motivated and experienced Senior Operations Manager to join our Business Systems team. As a Senior Operations Manager at WHOOP, you will play a pivotal role in streamlining our order fulfillment processes and ensuring seamless customer experiences.

RESPONSIBILITIES:

Own the implementation and support of our order fulfillment processes, including outbound orders, returns/RMAs, and cancellations.
Further develop the systems and strategies that drive scale and efficiency across order capture, order management, and fulfillment.
Automate and/or create self-service options to address bottlenecks in the order flow.
Communicate and help manage our third-party logistics providers (3PLs) and courier partners for process updates and error handling.
Monitor and uplevel order management dashboards and reporting (Salesforce and NetSuite). Proactively identify opportunities and address issues.
Collaborate across the organization to plan and implement future order flow changes and reduce shipping errors.
Train the team on key systems for order fulfillment.
Handle order status inquiries, daily order management, and special order requests, including performing root cause analysis on order issues.
Maintain a regular meeting cadence with our Logistics and Product teams to drive alignment and future enhancements to the company’s order flows.
Document the various steps involved in ordering, returning, and replacing products.
Build and develop the Operations team.

QUALIFICATIONS:

Bachelor's degree in business, supply chain management, or a related field (Bonus points for Master’s Degree) or equivalent relevant work experience.
Proven experience at scale in operations and supply chain management, ideally in a fast moving e-commerce or retail environment.
Strong project management skills with a track record of successfully leading cross-functional teams.
Proficiency in data analysis and reporting, with the ability to derive actionable insights.
Excellent communication and interpersonal skills to collaborate effectively with various teams.
Familiarity with e-commerce platforms (Shopify, Stripe), Netsuite, Salesforce, and order management systems.
Knowledge of courier integrations and shipping logistics.
Demonstrated problem-solving abilities and a proactive approach to process improvement.
Ability to work independently and adapt to a dynamic work environment.
Strong functional knowledge of manufacturing and warehouse processes.

This role is based in the WHOOP office located in Boston, MA. The successful candidate must be prepared to relocate if necessary to work out of the Boston, MA 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

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