Director, Digital Support Operations (Member Experience)

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped 2.5 million people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 

We are looking for a Director of Digital Support Operations that will report directly to the Vice President of Member Experience and have accountability for designing and managing the technology stack to support customer service operations. He/she will capitalize on innovative and integrated technologies to enable Oura with world class support workflow and information management in all assisted and unassisted motions. In doing so, he/she will play a pivotal role in scaling Oura’s business to meet the growing needs and expectations of our members, clients, and partners while reinforcing our brand and category leadership position.

This is a remote US role with a slight preference for candidates based in San Francisco, San Diego, or Boston.

What you will do: 

• Technical Architecture: Define an integrated systems architecture to support all service channels and audiences while simultaneously improving customer experience and cost structure.
• Industry Trends: Monitor industry trends and identify new opportunities to leverage technology for competitive advantage, staying current on the latest advancements in customer service technologies and best practices.
• Capability Roadmap: Manage overall capability roadmap, plan of action (POA) and relationship with IT, translating business requirements into technical solutions and specifications, and owning systems-related business cases.
• Capability Enhancements: Make system enhancements to accommodate process, product, or policy changes, while continuously managing master data (e.g., members, accounts, entitlements, cases) for integrity, security, and privacy.
• Self Service Vision: Lead vision, evolution, and performance of e-service (e.g., web, mobile, social) to improve customer self-help success and navigation to alternate support channels and resources.
• Artificial Intelligence Application: Oversee strategy to optimize the value of our content library and couple it (e.g., using APIs) with context, including customer profile, device data, diagnostics, and learning algorithms to create opportunities for artificial intelligence and automation.
• Telephony Administration: Provide telephony administration to allow for dynamic skilling, messaging, prompting, and routing.
• Analytics & Quality Enhancement: Partner with business intelligence and quality assurance teams to continually improve the coverage, value, accuracy, and timeliness of our data. 

Requirements

We would love to have you on our team if you have:

• Minimum 10-12 years of experience in customer service and business operations, with leadership experience (required).
• Proven track record of successfully leading and managing IT projects.
• Deep experience with customer service applications  (e.g., CRM, telephony, knowledge bases, customer feedback, community).
• Excellent analytical, problem-solving, and critical thinking skills.
• Strong communication and collaboration skills with the ability to translate technical concepts into business language.
• Ability to manage multiple programs and projects simultaneously and meet deadlines.
• Experience driving strategic change that delivers measurable results against specific Customer Service functional metrics (e.g., CSAT, FCR, AHT, ABN, NPS, CPC).

Benefits

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health and add to our benefits!

What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave
• Amazing culture of collaborative and passionate coworkers

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1: $189,000-$222,500
• Region 2: $179,500-$211,500
• Region 3: $170,000-$200,000

A recruiter can determine your zones/tiers based on your US location.

To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.

Oura is proud to be an equal-opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.