Senior Support Operations Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $103.7k - $150k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 5%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ŌURA

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

ŌURA is a company that produces smart rings designed to provide in-depth health metrics and insights. The Oura Ring tracks a variety of health-related data such as sleep patterns, heart rate, activity levels, and stress. It aims to help users live healthier and more productive lives through accurate biometrics tracked via a comfortable ring worn all day and night. With features that benefit women's health, heart health, and overall wellness, ŌURA rings are marketed as both technologically advanced and user-friendly devices for personal health monitoring.

📋 Description

• Map and improve end-to-end member journeys across complex support experiences, especially warranty replacements, by identifying friction points across intake, eligibility, decisioning, fulfillment, returns, and follow-up communication. • Translate operational pain points into future-state workflows, decision trees, requirements, and guardrails. • Partner with Member Experience, Product, Engineering, Fraud, Finance, Logistics, and related teams on journey design priorities. • Lead root-cause analysis on recurring operational issues using support tooling, transactional systems, logistics data, and reporting environments. • Investigate automation drop-off, process exceptions, queue health issues, RA/SO quality problems, and country- or channel-specific breakdowns. • Define and monitor KPIs, dashboards, and experiment plans measuring member effort, operational efficiency, quality, and risk. • Own cross-functional improvement initiatives from problem definition through rollout, including scope, milestones, dependencies, risks, and stakeholder alignment. • Maintain and prioritize an improvement roadmap balancing quick wins with foundational investments. • Coordinate launch readiness for new workflows, policy changes, and tooling updates. • Create executive-ready presentations, updates, and business cases. • Communicate with senior leadership, frontline teams, and cross-functional partners. • Build SOPs, playbooks, training materials, and operational guidance. • Partner with QA, training, and operations teams to improve adoption and sustain process changes.

🎯 Requirements

• 8+ years experience in support operations, customer experience operations, process improvement, program management, or similar roles in a fast-moving environment. • Demonstrated strength in customer journey design and the ability to translate complex operational challenges into scalable workflows, routing logic, and support processes. • Strong root-cause analysis and analytical problem-solving skills, including comfort working across multiple data sources and using metrics to drive decisions. • Strong project management and prioritization skills, with the ability to manage multiple workstreams, align stakeholders, and move initiatives from idea to execution. • Excellent written and verbal communication skills, including the ability to prepare clear, executive-ready narratives and influence cross-functional partners. • Experience writing and maintaining clear operational documentation, SOPs, or training materials that improve execution quality at scale. • A collaborative working style and the ability to partner effectively across support, product, engineering, fraud, finance, logistics, and analytics teams. • Comfort working with operational systems and tools such as CRM/case platforms, automation tooling, knowledge management, analytics/BI environments, and back-end order or logistics systems. • Nice to have: Experience working on warranty, replacements, returns, fraud, or other complex post-purchase support journeys. • Nice to have: Familiarity with tools and systems such as Zendesk, NetSuite, Narvar, Darwin, conversational AI platforms, Tableau, Lovable, or similar operational and analytics tooling. • Nice to have: Experience supporting change management in high-volume support environments, including launches, process rollouts, or tooling transitions.

🏖️ Benefits

• 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