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Oura is seeking a Senior Support Operations Lead to design, implement, and continuously improve complex member journeys across the support ecosystem, with warranty replacements as an initial focus area. This role transforms high-friction operational pain points into scalable workflows, tooling requirements, and cross-functional programs that improve member experience, reduce operational risk, and raise execution quality.
Key responsibilities include mapping and improving end-to-end member journeys by identifying friction points across intake, eligibility, decisioning, fulfillment, returns, and follow-up communication. You will translate operational pain points into clear future-state workflows, decision trees, and guardrails that improve consistency for both members and support agents. You'll partner with stakeholders across Member Experience, Product, Engineering, Fraud, Finance, and Logistics to align on journey design priorities and ensure solutions work across systems and markets.
The role requires leading root-cause analysis on recurring operational issues by pulling signals across support tooling, transactional systems, logistics data, and reporting environments. You'll investigate failure patterns such as automation drop-off, process exceptions, queue health issues, and country- or channel-specific breakdowns, converting findings into actionable recommendations. You'll define and monitor KPIs, dashboards, and experiment plans that measure impact on member effort, operational efficiency, quality, and risk.
You will own cross-functional improvement initiatives from problem definition through rollout, including scope, milestones, dependencies, risks, and stakeholder alignment. You'll maintain and prioritize an improvement roadmap balancing quick wins with foundational investments in tooling, reporting, and process quality. You'll support launch readiness for new workflows, policy changes, and tooling updates by coordinating communications, documenting decisions, and monitoring post-launch performance.
Additionally, you'll create executive-ready presentations and business cases that synthesize operational problems, supporting data, trade-offs, and recommended next steps. You'll build concise SOPs, playbooks, training materials, and operational guidance that reduce over-reliance on tribal knowledge, partnering with QA, training, and operations teams to identify recurring errors and ensure process changes stick over time.
