Senior Support Operations Lead
New
O
OuraHealth Tech
Remote - United StatesFull-TimeSenior
SalaryRegion 1 $127,500 - $150,000; Region 2 $114,750 - $135,000; Region 3 $103,700 - $122,000
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Job Details
- Experience
- 8+ years
- Required Skills
- Project ManagementBusiness IntelligenceCross-functional collaborationProcess improvementCRMData analytics
Requirements
- 8+ years experience in support operations, customer experience operations, process improvement, or program management.
- Demonstrated strength in customer journey design and scalable workflow creation.
- Strong root-cause analysis and analytical problem-solving skills.
- Proven project management and prioritization skills with the ability to manage multiple workstreams.
- Excellent written and verbal communication skills for executive-ready narratives.
- Experience writing and maintaining operational documentation and SOPs.
- Collaborative working style with experience partnering across product, engineering, and logistics teams.
- Comfort working with CRM platforms, automation tooling, and BI environments.
Responsibilities
- Map and improve end-to-end member journeys across complex support experiences, especially warranty replacements.
- Translate operational pain points into clear future-state workflows, decision trees, and requirements.
- Partner with cross-functional stakeholders in Product, Engineering, Fraud, Finance, and Logistics.
- Lead root-cause analysis on recurring operational issues using data from support and logistics systems.
- Define and monitor KPIs and dashboards to measure member effort and operational efficiency.
- Own cross-functional improvement initiatives from problem definition through rollout.
- Build concise SOPs, playbooks, and training materials to reduce reliance on tribal knowledge.
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