Product Manager, CX
Description
As the holiday season approaches, we want to inform you that response times and the hiring process may be slightly extended due to business team schedules. We truly appreciate your patience and understanding during this period and remain committed to keeping you informed as we review applications. Thank you for considering a role at ŌURA—we look forward to learning more about you!
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 an experienced Product Manager, CX to join our team in the US and help us build and optimize our customer support tooling and processes to create delightful support experiences for our members.
What you will do:
- Own and drive the roadmap for Oura's customer support tooling, to deliver a more efficient and optimized experience to CX agents, chatbot interactions, automations, and self-service support
- Work closely with our CX team and other key stakeholders to understand their needs, iterate on solutions, and prioritize the roadmap
- Define and track KPIs to help measure the impact of improvements over time
- Work closely with CX, IT, and Product to develop a roadmap for new support opportunities and ongoing improvements to CX tools and processes
- Translate product strategy and technical requirements into detailed Jira tickets, that include context, clear requirements, acceptance criteria, and relevant resources to ensure developers have everything they need to be efficient and be successful
- Collaborate with designers and developers across the entire company to influence, concept, and prototype updates to our hardware and software that impacts Oura's customer support tooling
- Build a strong understanding of Oura's technical architecture and data flow so you can make sound decisions that will enable long-term success of our support tooling
This is a remote US role (East Coast time zone preferred). Our main US office is in San Francisco with another office in San Diego. We also have employee hubs in New York City, Boston, Los Angeles, Seattle, and more, giving employees an opportunity to gather informally for occasional local co-working.
Requirements
We would love to have you on our team if you have:
- 3 years or more experience working with internal tools and internal customers
- Experience in driving customer support tooling and support experiences
- A proven track record of working collaboratively and effectively with highly cross-functional teams - preferably with international groups
- Solid technical background with understanding and/or hands-on experience in software development and systems engineering
- Experience working across hardware and software to define requirements and build support, tooling for each scenario
- Passion for and knowledge of consumer health tech or wearable spaces
- Experience at a D2C company
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: $151,200 - $168,000
- Region 2: $143,640 - $159,600
- Region 3: $136,080 - $151,200
A recruiter can determine your zones/tiers based on your US location.
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.