Contact Center Supervisor

WeightWatchers is a global digital health company. WeightWatchers is a global digital health company and the world’s #1 doctor-recommended, clinically studied behavioral weight health program. For sixty years, we have led the industry by blending science and community to help millions of people build sustainable healthy habits. As the science of weight health rapidly evolves, so does WeightWatchers. We are redefining the category by developing new clinical pathways for GLP-1 medication access , creating specialized behavioral programs for members on weight-loss medications, and integrating medical care with our proven habit-change framework. By combining these clinical breakthroughs with our digital-first community, we are uniquely positioned to lead the future of weight health care. Who We Are The Global Customer Care team serves as the primary point of engagement for WeightWatchers. We are a dedicated collective of problem-solvers and brand ambassadors committed to providing world-class support to our members across voice, email, chat, and social media. What You’ll Do As a Contact Center Supervisor, you are the vital bridge between strategy and execution. You will lead, inspire, and develop your team of Member Support Specialists, fostering their professional growth while delivering excellence. Your leadership ensures a seamless, omnichannel experience where every interaction—no matter the platform—is a brand-building moment. Lead an Omnichannel Team: Orchestrate the daily flow of our support hub, providing real-time coaching and mentorship to Member Support Specialists as they engage with members via phone, email, and social platforms. Drive Performance Excellence: Use data and root-cause analysis to bridge operational gaps. You won't just identify variances; you’ll build the action plans and tracking tools to solve them. Master the Brand Voice: Ensure every interaction aligns with our global brand standards, leveraging every touchpoint—from a phone call to a social media comment—to drive member retention and loyalty. Operational Agility: Master the logistics of a multi-channel environment, including scheduling, attendance, and real-time queue monitoring to ensure we meet our members wherever they are. Bridge the Technical Gap : Serve as a liaison between support, product, and engineering teams to troubleshoot technical issues, translating member feedback into actionable bug reports and product improvements. Be the Strategic Resource: Act as the primary escalation point for complex inquiries, providing clarity and swift resolutions for both members and the internal team. Cultivate Culture: Partner with the People Team to maintain a positive, inclusive environment and work closely with senior leadership to communicate wins and identify growth opportunities. Who You Are Communication Pro: Exceptional written and verbal communication skills with the ability to adapt tone for different platforms—from formal emails to real-time social media engagement. Proven Leader: You bring 3–5 years of supervisory experience in a contact center environment, with a strong preference for candidates who have experience leading teams in a remote setting. Tech-Savvy & Troubleshooter: High proficiency in Amazon Connect, G-Suite, Microsoft 365, and modern CRM platforms (e.g., Zendesk or Salesforce). You possess hands-on experience in technical troubleshooting, allowing you to resolve platform, connectivity, or hardware hurdles independently. Strategic Mindset: Highly organized and time-conscious, with a knack for balancing human needs with rigorous business metrics and KPIs. Experience: A Bachelor’s degree or an equivalent blend of education and hands-on experience leading teams in a high-volume, multi-channel environment. Why Join Us? We value proactive problem-solvers who want to do more than just "supervise." We’re looking for a leader who is passionate about people, obsessed with the member journey, and ready to help our Member Support Specialists reach their full potential in a fast-paced, digital-first world. Base salary may vary depending on, but not limited to: skills, experience, and location. This role is also eligible for a comprehensive benefits package and annual bonus program. US Pay Range $60,000 — $65,000 USD At WeightWatchers, our mission is to build a worldwide community connected by healthy habits. If that resonates with you, then we would love to talk. WeightWatchers values developing community within our employee population as well. We have a hybrid work environment to allow our employees to find the right work-life balance. It is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability. By agreeing to participate in our process, you agree that any information we collect is subject to our Privacy Policy . Maryland Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a polygraph examination or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100. Massachusetts 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. WeightWatchers complies with all applicable Rhode Island Workers' Compensation laws (Chapters 29-38 of the R.I. General Laws). Eligible employees are covered by worker's compensation insurance for work-related injuries or illness. RECRUITMENT SECURITY & FRAUD PREVENTION At WeightWatchers, we prioritize the security of our candidates. To ensure you are communicating with a legitimate representative of our team, please keep the following security standards in mind: Verified Email Domain: All official correspondence from our recruiting team will originate from an @ww.com email address. Live Engagement: Our hiring process requires live interaction. We do not conduct interviews or extend employment offers solely through text message, chat apps, or automated email-only exchanges. Financial Integrity: WeightWatchers will never ask for any form of payment from a candidate. We will never send you a check with instructions to purchase equipment or "start-up kits" on our behalf. Secure Data Collection: Sensitive personal information (such as banking or identity tax info) is only requested through our official, secure onboarding portal after a formal offer has been extended, never during the interview phase. Stay Vigilant: If you are contacted by someone claiming to represent WeightWatchers and the process deviates from these standards, please do not share any personal information. You can verify any open position by visiting our official careers page at https://job-boards.greenhouse.io/ww