Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows
Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience
Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout

Member Focus & Experience:

Own initiatives that measurably reduce resolution times and improve member experience
Analyze member feedback to identify areas for improvement using our existing automation tool stack

Support Engineering Readiness:

Incorporate machine learning, AI, and automation into the support workflow
Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization

Oura

Oura's mission is to empower every person to own their inner potential through their award-winning products. They help their global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. As a quickly growing company focused on helping people live healthier and happier lives, they ensure that their team members have what they need to do their best work — both in and out of the office.

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