Director of Digital Support Operations, Oura
Member Experience
$170-225.5k
+ Equity
More information about location
Health monitoring smart ring
Job no longer available
Health monitoring smart ring
501-1000 employees
Job no longer available
$170-225.5k
+ Equity
More information about location
501-1000 employees
Company mission
Oura's mission is to make health a daily practice.
Role
Who you are
- Minimum 10-12 years of experience in customer service and business operations, with leadership experience (required)
- Proven track record of successfully leading and managing IT projects
- Deep experience with customer service applications (e.g., CRM, telephony, knowledge bases, customer feedback, community)
- Excellent analytical, problem-solving, and critical thinking skills
- Strong communication and collaboration skills with the ability to translate technical concepts into business language
- Ability to manage multiple programs and projects simultaneously and meet deadlines
- Experience driving strategic change that delivers measurable results against specific Customer Service functional metrics (e.g., CSAT, FCR, AHT, ABN, NPS, CPC)
What the job involves
- We are looking for a Director of Digital Support Operations that will report directly to the Vice President of Member Experience and have accountability for designing and managing the technology stack to support customer service operations
- He/she will capitalize on innovative and integrated technologies to enable Oura with world class support workflow and information management in all assisted and unassisted motions
- In doing so, he/she will play a pivotal role in scaling Oura’s business to meet the growing needs and expectations of our members, clients, and partners while reinforcing our brand and category leadership position
- Technical Architecture: Define an integrated systems architecture to support all service channels and audiences while simultaneously improving customer experience and cost structure
- Industry Trends: Monitor industry trends and identify new opportunities to leverage technology for competitive advantage, staying current on the latest advancements in customer service technologies and best practices
- Capability Roadmap: Manage overall capability roadmap, plan of action (POA) and relationship with IT, translating business requirements into technical solutions and specifications, and owning systems-related business cases
- Capability Enhancements: Make system enhancements to accommodate process, product, or policy changes, while continuously managing master data (e.g., members, accounts, entitlements, cases) for integrity, security, and privacy
- Self Service Vision: Lead vision, evolution, and performance of e-service (e.g., web, mobile, social) to improve customer self-help success and navigation to alternate support channels and resources
- Artificial Intelligence Application: Oversee strategy to optimize the value of our content library and couple it (e.g., using APIs) with context, including customer profile, device data, diagnostics, and learning algorithms to create opportunities for artificial intelligence and automation
- Telephony Administration: Provide telephony administration to allow for dynamic skilling, messaging, prompting, and routing
- Analytics & Quality Enhancement: Partner with business intelligence and quality assurance teams to continually improve the coverage, value, accuracy, and timeliness of our data
Our take
As smart watches with health and wellbeing monitoring functions are now an everyday norm, Oura is offering similar wearable technology with its series of rings. It’s one of a number of companies gaining serious traction in the market, along with the likes of Circular and Movano.
The company gained an early profile after its collaboration with Gucci which created mainstream publicity and may have given it a leg up on the competition. With the smart ring market forecast to keep growing, Oura certainly finds itself in a promising position as it moves to build out its operations and refine the product.
The bottom line for Oura will be customer satisfaction and demand, which does make its mixed reviews so far a little troubling. That said, the announcement of its new "Circles" social feature, on top of an integration with InsideTracker and acquisition of "wave to pay" company Proxy, all look set to increase the functionality of the ring and could well win more consumers over.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Sep 2025
$900m
SERIES E
Dec 2024
$125m
SERIES D
Total funding: $1.3bn
Company benefits
- Beautiful workspaces in San Francisco by Pier 31, Oulu and Helsinki (Finland)
- Amazing culture of collaborative and passionate coworkers
- Wellness benefits
- An Oura Ring of your own
- Personal learning & development budget of 750 USD/EUR
- Unlimited course offerings from Coursera
- Five (5) total days of work time to devote to employee development training
- Equity
- Health, dental, and vision insurance
- 20 days of PTO
Company HQ
Linnanmaa, Oulu
Leadership
Tom Hale
(CEO, Not Founder)Seasoned senior board member and advisor at multiple high growth companies including Cars.com, Volara, and HomeAway.
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