Senior Support Engineering Manager, 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 millions of 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 have offices in San Francisco and San Diego for those who prefer hybrid or office settings. Oura employees in other major cities (like Boston and New York) occasionally gather informally at local co-working locations

As the Manager of Support Engineering, and reporting to the Director of Support Engineering & Intelligence, you will play a critical role in leveraging data, support network observations, and member feedback to enhance the support experience. You will help to ensure 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 & Strategy: Lead, mentor, and develop a high-performing support engineering team. Execute the vision and strategy for the Support Engineering function, aligning with company goals and customer satisfaction objectives. Oversee day-to-day operations, utilizing data analytics to identify trends and opportunities for improvement.
• Customer Focus & Experience: Drive efforts to improve customer experience and reduce resolution times. Analyze customer feedback to identify areas for improvement.
• Strategic Planning & Innovation: Execute the long-term vision for the support engineering team. Identify opportunities for automation, process improvement, and tool adoption. Collaborate with other departments to align support and operational strategies with business objectives.
• Support Engineering Operations: Possess and foster deep technical expertise. Incorporate machine learning, AI, and automation into the support workflow. Work closely with Product and Engineering teams to ensure feedback informs product development. Drive initiatives to improve support efficiency and effectiveness.
• Cross-functional Collaboration: Collaborate with Product, Engineering, Marketing, and Logistics teams to ensure smooth product launches, ongoing support, and continuous improvements in support processes and systems. Ensure customer-reported issues are prioritized in the product roadmap.
• Continuous Improvement: Drive a culture of knowledge-sharing and maintain up-to-date resources for customers and internal support teams.
• Talent Development: Foster a positive and collaborative team culture, provide mentorship and coaching, and set clear performance expectations.
• Metrics & Reporting: Define and track key performance indicators (KPIs) and present regular reports to executive leadership on team performance and customer trends.

We would love to have you on our team if you have:

• Strong technical background in software engineering or related field
• Proven leadership experience in managing support engineering 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 (e.g., Tableau)
• Strong customer service orientation