Senior Support Operations Lead

Oura
United States
Workplace: RemoteFull timeUSD 103,700 - 150,000 annuallyFunction: Business OperationsExperience: 8+ yearsSkills: ["Root-cause analysis","Analytical problem-solving","Project management","Prioritization","Cross-functional communication"]

Design, implement, and continuously improve complex member journeys across the support ecosystem, starting with warranty replacements. Map end-to-end journeys, translate friction into future-state workflows and routing/decision logic, and partner with cross-functional teams to ensure solutions work across systems and markets. Lead root-cause analysis using signals from support tools, transactional and logistics systems, and reporting environments, then define KPIs and experiment plans. Own rollout and executive-ready communication, documentation, and enablement so process changes stick at scale.

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FursaFursa
Oura
Oura
1 week ago

Senior Support Operations Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 56 minutes agoStatus: Live

Job Summary

Design, implement, and continuously improve complex member journeys across the support ecosystem, starting with warranty replacements. Map end-to-end journeys, translate friction into future-state workflows and routing/decision logic, and partner with cross-functional teams to ensure solutions work across systems and markets. Lead root-cause analysis using signals from support tools, transactional and logistics systems, and reporting environments, then define KPIs and experiment plans. Own rollout and executive-ready communication, documentation, and enablement so process changes stick at scale.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Design and improve end-to-end member journeys across complex support experiences, with warranty replacements as an initial focus.
  • •Perform root-cause analysis on recurring operational issues using signals across support tooling, transactional systems, logistics data, and reporting environments.
  • •Define and monitor KPIs, dashboards, and experiment plans to measure impact on member effort, efficiency, quality, and risk.
  • •Lead cross-functional improvement initiatives from problem definition through rollout, including scope, milestones, dependencies, risks, and stakeholder alignment.
  • •Create executive-ready presentations and documentation (SOPs, playbooks, training materials) and coordinate enablement and change management for new workflows and policy/tooling updates.

Pay and Benefits

Salary: USD 103,700 - 150,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid LeaveParental Leave

Key Requirements

  • •8+ years of experience in support operations, customer experience operations, process improvement, program management, or similar roles in a fast-moving environment.
  • •Strong customer journey design and ability to translate complex operational challenges into scalable workflows and support processes.
  • •Strong root-cause analysis and analytical problem-solving across multiple data sources, using metrics to drive decisions.
  • •Strong project management and prioritization, managing multiple workstreams, aligning stakeholders, and moving initiatives from idea to execution.
  • •Excellent written and verbal communication, including executive-ready narratives and the ability to influence cross-functional partners.
Experience:8+ years
Skills:Root-cause analysisAnalytical problem-solvingProject managementPrioritizationCross-functional communication
Languages:English
Tech Stack:ZendeskNetSuiteNarvarDarwinTableauCRMKnowledge managementAnalyticsBI

Company Brief

Oura
Designs and sells the Oura Ring, a wearable device that tracks sleep, activity, and physiological signals to provide personalized health, recovery, and readiness insights via a companion app and analytics platform.
Industry: Wearables
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series C
Headquarters: Oulu, Finland
Founded: 2013
WebsiteLinkedIn