Product Manager, CX

Posted 2024-11-22

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💎 Seniority level: Manager, 3 years or more

📍 Location: New York, Massachusetts, United States, East Coast time zone, NOT STATED

💸 Salary: 136080 - 168000 USD per year

🔍 Industry: Consumer health tech or wearable technology

🏢 Company: Oura

⏳ Experience: 3 years or more

🪄 Skills: LeadershipSoftware DevelopmentData AnalysisProduct ManagementCross-functional Team LeadershipData analysisCommunication SkillsCollaborationProblem SolvingCustomer serviceAttention to detailOrganizational skillsTime ManagementWritten communicationMultitasking

Requirements:

3 years or more experience working with internal tools and internal customers.
Experience in driving customer support tooling and support experiences.
Proven track record of collaboration with cross-functional teams, preferably international.
Solid technical background with hands-on experience in software development and systems engineering.
Experience working across hardware and software to define requirements.
Passion for and knowledge in consumer health tech or wearables.
Experience at a D2C company.

Responsibilities:

Own and drive the roadmap for Oura's customer support tooling.
Collaborate with the CX team and stakeholders to understand needs and prioritize solutions.
Define and track KPIs to measure impact of improvements.
Develop a roadmap for new support opportunities with CX, IT, and Product teams.
Translate product strategy and technical requirements into detailed Jira tickets.
Work closely with designers and developers on hardware/software updates impacting customer support tooling.
Understand Oura's technical architecture for informed decision-making.

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