Senior Support Engineering Manager, Oura
Member Experience
$104-156k
Salary is dependent on location; + Equity
Health monitoring smart ring
Be an early applicant
Health monitoring smart ring
501-1000 employees
Be an early applicant
$104-156k
Salary is dependent on location; + Equity
501-1000 employees
Company mission
Oura's mission is to make health a daily practice.
Role
Who you are
- 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
What the job involves
- 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
- 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
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 10 rounds)
Dec 2024
$125m
SERIES D
Nov 2024
$75m
SERIES D
Total funding: $353.9m
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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