Director of CX Support Operations
Oura, United States
Job Description
Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a more profound knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. By providing daily insights and practical steps to inspire healthy lifestyles, we've helped hundreds of thousands of people understand and improve their health.
For us, 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 work to promote work-life balance and ensure that our team members have what they need to do their best work both in and out of the office.
We’re looking for a strategic and highly engaged people manager to join as our Director of Support Operations on our Customer Experience team. This is a critical role at a hyper-growth company and team, reporting to the Customer Experience leader. You will ensure our global support operation is set up to meet the increasing expectations of our current and future customers, wherever they are. You will manage a large and expanding team with 50+ people, spanning two countries and a BPO partner.
What you’ll do:
- Chart and execute a plan for how our support operation evolves, including additional language and territory support and additional support channels
- Grow, lead, coach and mentor the global support operations team
- Partnering with the CX Business Operations team on workforce forecasting to meet the demands of a rapidly growing international business
- Drive decision-making around our support technology stack
- Regularly communicate data-driven insights to all key stakeholders Product, Engineering, Marketing, Research amp; Analytics, etc.
- Establish a predictable record of agile and cost-effective delivery of measurable outcomes resulting from successful management of support resources and technology
- Serve as a member of the Customer Experience leadership team, contributing directly to all strategic decision-making
Requirements
- 8+ years of experience with customer support operations teams and tools at a rapidly growing company experience in wearable technology or other consumer products is a big plus
- Deep experience with Zendesk
- A hunger to explore, evaluate and leverage technology to create a superb customer experience
- Passionate people manager that enjoys developing talent
- Experience successfully delivering transformational initiatives to deliver business value and reduce costs and inefficiencies.
- Highly analytical with outstanding quantitative skills and experience
Benefits
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and is continually looking to improve their health. What you’ll get:
- A competitive salary and equity
- Health, dental, and vision insurance
- Wellness benefits
- Flexible working hours + work-life balance,
- An Oura ring of your own
- Beautiful workspace in San Francisco by Pier 31
- 20 days of PTO
- Amazing culture of collaborative and passionate coworkers
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 will be considered without regards 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, socioeconomic status, 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.