Senior Support Engineering Manager, Member Experience - Remote

Overview

The Senior Support Engineering Manager at Oura will lead a high-performing support engineering team to enhance the customer support experience through data-driven insights and collaboration with product development.

In Short

• Lead and mentor a support engineering team.
• Drive improvements in customer experience and resolution times.
• Identify opportunities for automation and process improvement.
• Collaborate with product and engineering teams.
• Utilize data analytics to inform support strategies.
• Foster a positive team culture and talent development.
• Define and track key performance indicators.
• Enhance support efficiency through innovative solutions.
• Ensure customer feedback informs product development.
• Maintain up-to-date resources for support teams.

Requirements

• Experience in support engineering or related field.
• Strong leadership and mentoring skills.
• Proficiency in data analytics and reporting.
• Technical expertise in support operations.
• Experience with machine learning and automation.
• Excellent communication and collaboration skills.
• Ability to drive continuous improvement initiatives.
• Experience in cross-functional team collaboration.
• Strong problem-solving skills.
• Ability to set clear performance expectations.

Benefits

• Opportunity to work in a mission-driven company.
• Hybrid or office work settings available.
• Collaborative and supportive team culture.
• Access to resources for personal and professional development.
• Engagement with a global community focused on health.
• Opportunities for mentorship and coaching.
• Participation in innovative projects.
• Regular performance and feedback discussions.
• Health and wellness benefits.
• Flexible work arrangements.