Oura is looking for an Operations Support Architect, Member Experience to implement strategies that optimize and scale our omnichannel support ecosystem. You will focus on KPI-driven performance management, journey and channel design, and delivering programs that improve member and agent outcomes.
What You'll Do
- Support channel optimization and maturity roadmap across self-service, live assistance, proactive/outbound support, and community.
- Align the channel mix to customer segments, intents, SLAs, and cost-to-serve targets.
- Map top customer intents and architect optimal channel pathways with clear guardrails and escalation logic.
- Define omnichannel routing, context-passing, and continuity across touchpoints.
- Architect the support toolset, workflow, and tech stack from an agent workspace view.
- Implement channel-level and journey analytics; instrument events for full-funnel insights.
- Run experiments to optimize deflection, FCR, and effort scores.
What We're Looking For
- 7+ years in support operations, CX architecture, contact center technology, or related roles.
- 3+ years leading omnichannel or automation programs.
- Hands-on expertise with at least two of: CCaaS/telephony, CRMs, conversational AI, knowledge management, analytics/BI.
- Systems and data architecture skills.
- Proven journey design balancing customer effort, CSAT, and cost-to-serve.
- Fluency in experimentation, KPI design, and ROI modeling.
- Proven experience with process reengineering and policy design.
- Excellent stakeholder management, documentation, and communication skills.
Nice to Have
- Agent assist, RPA, workflow orchestration, and LLM-based solutions.
- Familiarity with ITIL/ITSM, COPC, or similar operational frameworks.
- Global support exposure.
Technical Stack
- CRM/case management
- Telephony/CCaaS
- Chat
- Knowledge base
- Community platform
Team & Environment
You will report to the Senior Manager of Operations Support.
Benefits & Compensation
- 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.
- Compensation: Region 1 $108,000 - $135,000; Region 2 $99,000 - $124,000; Region 3 $90,000 - $113,000 + equity packages.
Work Mode
This role operates in a local-country work mode for locations in the United States.
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.
