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Senior Support Engineering Manager, Member Experience
@Oura
[Hiring] Senior Support Engineering Manager, Member Experience @Oura
Mar 27, 2025 - Oura is hiring a remote Senior Support Engineering Manager, Member Experience. 💸 Salary: $125,000-$156,000. 📍Location: USA.
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Role Description
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.
Qualifications
- 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
Benefits
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
- Oura takes a market-based approach to pay, which may vary depending on your location.
- Region 1: $125,000-$156,000
- Region 2: $109,000-$136,000
- Region 3: $104,000-$130,000
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
$125,000-$156,000
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 27, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Senior Support Engineering Manager, Member Experience
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