Director, Support Engineering & Intelligence (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 Support Engineering & Intelligence who will lead a high-performing team responsible for providing world-class technical support and data-driven insights. You will drive operational excellence, ensure high customer satisfaction, and foster a culture of innovation within the support engineering and intelligence teams and beyond. This role is pivotal in ensuring that Oura’s cross functional teams understand and act on insights that will continually align our products, processes, and policies with Oura’s brand ideals and experiences. 

As the Director of Support Engineering & Intelligence, and reporting directly to the Vice President of Member Experience, you will play a critical leadership role in building out an efficient and scalable support organization that leverages advanced data analytics, AI, and automation to enhance the support experience. You will also be responsible for ensuring that the support function is deeply integrated with product development and that customer insights are consistently fed back into the product lifecycle.

What you will do:

Leadership and Strategy

• Lead and mentor a team of support engineers, analysts, and intelligence professionals.
• Set and execute the vision and strategy for the Support Engineering & Intelligence function, aligning with overall company goals and customer satisfaction objectives.
• Oversee the day-to-day operations of the business intelligence and support engineering teams, ensuring data-driven governance, problems and opportunities are understood, and dynamic actions lead to efficient ticket resolution and SLAs being met.

Data-Driven Insights and Analytics

• Collaborate with data engineering and analytics teams to build robust data pipelines and reporting systems.
• Utilize data analytics to identify trends, patterns, and opportunities for improvement.
• Develop and implement data-driven strategies to optimize support operations.
• Work with BI resources and stakeholders to create insightful reports and dashboards to track key metrics.

Customer Focus and Experience

• Prioritize customer satisfaction and build a strong understanding of customers, segments, and needs.
• Drive efforts to improve customer experience and reduce resolution times.
• Analyze customer feedback to identify areas for improvement.

Support Engineering Operations

• Possess and foster deep technical expertise in relevant technologies and products.
• Oversee the development and maintenance of tools, processes, and systems used by the support engineering team to resolve complex technical issues.
• Ensure that the support network is equipped with the latest technologies, resources, and training to provide top-tier customer support.
• Implement and manage processes for handling escalations, root cause analysis, and resolution of critical issues affecting customers.

Data Driven Support Intelligence

• Establish and manage support intelligence systems that analyze customer data, identify trends, and provide actionable insights to improve the customer experience.
• Instigate or lead initiatives to incorporate machine learning, AI, and automation into the support workflow to drive efficiency and proactively address customer needs.
• Work closely with Product and Engineering teams to ensure feedback from support cases and customer interactions informs future product development and release cycles.

Cross-functional Collaboration

• Collaborate with Product and Engineering teams to ensure smooth product launches and ongoing support.
• Work cross-functionally with Engineering, Product, Marketing and Logistics teams to drive continuous improvements in support processes, systems, and intelligence.
• Act as a bridge between Support, Product, Engineering, Marketing and Sales teams, ensuring customer feedback and technical insights are communicated and acted upon effectively.
• Collaborate with Product Management to ensure customer-reported issues are prioritized appropriately in the product roadmap.

Continuous Improvement

• Analyze support performance metrics, including case resolution times, customer satisfaction scores, and technical issue recurrence, and implement strategies for improvement.
• Drive a culture of knowledge-sharing within the support engineering team, ensuring the team remains up to date with product updates, new technologies, and evolving customer needs.
• Lead efforts to create, evolve, and maintain knowledge base articles, troubleshooting guides, and other resources that empower both customers and internal support teams.

Talent Development & Team Growth

• Build a high-performing team of engineers, analysts, and support intelligence professionals through recruiting, training, and ongoing professional development.
• Foster a positive and collaborative team culture, provide mentorship and coaching to team members, and set clear performance expectations and provide regular feedback.
• Generate an environment of innovation, problem-solving, and accountability.

Metrics & Reporting:

• Define and track key performance indicators (KPIs) for the Support Engineering & Intelligence team, ensuring alignment with organizational objectives and customer satisfaction goals.
• Present regular reports to executive leadership on team performance, major escalations, and customer trends, highlighting areas for improvement and opportunities for innovation.

We would love it if you have:

• Strong technical background in software engineering or related field
• Proven leadership experience in managing technical support, data engineering and analytics teams
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Experience with CRM, support ticketing systems and monitoring tools
• Strong understanding of data analytics and BI tools
• Experience with data visualization tools (e.g., Tableau, Power BI)
• Strong customer service orientation