Senior Support Operations Lead
Benefits
4w PTO
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Accountabilities:
- Design and optimize end-to-end customer journeys across complex support experiences, with an initial emphasis on warranty replacements.
- Lead root-cause analysis of recurring operational issues by combining data from support platforms, transactional systems, and logistics.
- Define and monitor KPIs, dashboards, and experimentation plans that measure customer effort, operational efficiency, quality, and risk.
Requirements:
- 8+ years of experience in support operations, customer experience operations, process improvement, or program management.
- Demonstrated expertise in customer journey design and turning complex challenges into scalable workflows.
- Strong analytical and root-cause problem-solving skills with cross-functional collaboration.
Benefits:
- Competitive salary and equity packages.
- Health, dental, and vision insurance.
- 20 days of paid time off and other benefits.
Oura
Oura is a health technology company that designs and manufactures the Oura Ring, a wearable device for sleep and activity tracking. The company emphasizes employee well-being and innovation in a supportive culture.