Director, Support Engineering & Intelligence (Member Experience) - Oura

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped 2.5 million people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 

We are looking for a Director of Support Engineering & Intelligence who will lead a high-performing team responsible for providing world-class technical support and data-driven insights. You will drive operational excellence, ensure high customer satisfaction, and foster a culture of innovation within the support engineering and intelligence teams and beyond. This role is pivotal in ensuring that Oura’s cross functional teams understand and act on insights that will continually align our products, processes, and policies with Oura’s brand ideals and experiences. 

As the Director of Support Engineering & Intelligence, and reporting directly to the Vice President of Member Experience, you will play a critical leadership role in building out an efficient and scalable support organization that leverages advanced data analytics, AI, and automation to enhance the support experience. You will also be responsible for ensuring that the support function is deeply integrated with product development and that customer insights are consistently fed back into the product lifecycle.

Travel Requirements: Some international and domestic travel may be required.

What you will do:

Leadership and Strategy

• Lead and mentor a team of support engineers, analysts, and intelligence professionals.
• Set and execute the vision and strategy for the Support Engineering & Intelligence function, aligning with overall company goals and customer satisfaction objectives.
• Foster a culture of collaboration, customer-first thinking, and continuous improvement within the support engineering organization, throughout the support network, and across the company.
• Oversee the day-to-day operations of the business intelligence and support engineering teams, ensuring data-driven governance, problems and opportunities are understood, and dynamic actions lead to efficient ticket resolution and SLAs being met.

Data-Driven Insights and Analytics

• Lead the development and implementation of a data-driven culture within the support organization.
• Collaborate with data engineering and analytics teams to build robust data pipelines and reporting systems.
• Utilize data analytics to identify trends, patterns, and opportunities for improvement.
• Develop and implement data-driven strategies to optimize support operations.
• Work with BI resources and stakeholders to create insightful reports and dashboards to track key metrics.

Customer Focus and Experience

• Prioritize customer satisfaction and build a strong understanding of customers, segments, and needs.
• Drive efforts to improve customer experience and reduce resolution times.
• Analyze customer feedback to identify areas for improvement.

Strategic Planning and Innovation

• Develop and execute the long-term vision for the support engineering and intelligence teams.
• Identify opportunities for automation, process improvement, and tool adoption.
• Collaborate with other departments to align support and operational strategies with overall business objectives.

Support Engineering Operations

• Possess and foster deep technical expertise in relevant technologies and products.
• Oversee the development and maintenance of tools, processes, and systems used by the support engineering team to resolve complex technical issues.
• Ensure that the support network is equipped with the latest technologies, resources, and training to provide top-tier customer support.
• Implement and manage processes for handling escalations, root cause analysis, and resolution of critical issues affecting customers.

Data Driven Support Intelligence

• Establish and manage support intelligence systems that analyze customer data, identify trends, and provide actionable insights to improve the customer experience.
• Instigate or lead initiatives to incorporate machine learning, AI, and automation into the support workflow to drive efficiency and proactively address customer needs.
• Work closely with Product and Engineering teams to ensure feedback from support cases and customer interactions informs future product development and release cycles.
• Drive initiatives to improve support efficiency and effectiveness.

Cross-functional Collaboration

• Collaborate with Product and Engineering teams to ensure smooth product launches and ongoing support.
• Work cross-functionally with Engineering, Product, Marketing and Logistics teams to drive continuous improvements in support processes, systems, and intelligence.
• Act as a bridge between Support, Product, Engineering, Marketing and Sales teams, ensuring customer feedback and technical insights are communicated and acted upon effectively.
• Collaborate with Product Management to ensure customer-reported issues are prioritized appropriately in the product roadmap.
• Work with Sales, Customer Success, and Commercial Support teams to develop scalable support strategies that meet the needs of enterprise and high-value customers.

Continuous Improvement

• Analyze support performance metrics, including case resolution times, customer satisfaction scores, and technical issue recurrence, and implement strategies for improvement.
• Drive a culture of knowledge-sharing within the support engineering team, ensuring the team remains up to date with product updates, new technologies, and evolving customer needs.
• Lead efforts to create, evolve, and maintain knowledge base articles, troubleshooting guides, and other resources that empower both customers and internal support teams.
• Inspire change and monitor effective incident management and problem resolution processes.

Talent Development & Team Growth

• Recruit, hire, and develop a high-performing team of support engineers and data analysts.
• Foster a positive and collaborative team culture, provide mentorship and coaching to team members, and set clear performance expectations and provide regular feedback.
• Build a high-performing team of engineers, analysts, and support intelligence professionals through recruiting, training, and ongoing professional development.
• Provide leadership and coaching to ensure team members meet personal growth goals and deliver exceptional results.
• Foster an environment of innovation, problem-solving, and accountability.

Metrics & Reporting:

• Define and track key performance indicators (KPIs) for the Support Engineering & Intelligence team, ensuring alignment with organizational objectives and customer satisfaction goals.
• Present regular reports to executive leadership on team performance, major escalations, and customer trends, highlighting areas for improvement and opportunities for innovation.

Requirements

We would love it if you have:

• Strong technical background in software engineering or related field
• Proven leadership experience in managing technical support, data engineering and analytics 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
• Experience with data visualization tools (e.g., Tableau, Power BI)
• Strong customer service orientation

Benefits

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health and add to our benefits!

What we offer:

• 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
• Amazing culture of collaborative and passionate coworkers

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1: $232,500-$273,500
• Region 2: $222,500-$259,500
• Region 3: $209,000-$246,000

A recruiter can determine your zones/tiers based on your US location.

To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.

Oura is proud to be an equal-opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Disclaimer: Beware of fake job offers!

We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note:

• Our jobs are listed only on the ŌURA Careers page and trusted job boards.
• We will never ask for personal information like ID or payment for equipment upfront.
• Official offers are sent through Docusign after a verbal offer, not via text or email.

Stay cautious and protect your personal details.

To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.