Oura is seeking a Senior Lead, Executive Customer Relations (Member Experience). This senior individual contributor will lead the most complex, high-visibility escalations as an executive-level support case owner. The role is central to protecting member trust, coordinating cross-functional resolution, and setting the bar for executive-quality communication and service recovery.
What You'll Do
- Serve as the single-threaded owner for all executive-level escalations, managing the Zendesk-based ECR queue end to end, triaging and prioritizing cases based on risk, member impact, and SLAs, and orchestrating cross-functional resolution.
- Craft executive-caliber communications and service-recovery plans that are clear, empathetic, and outcomes-focused, tailoring voice for members, executives, Legal, PR, and other audiences.
- Lead root cause analysis on high-severity cases, publishing concise incident reports, post-mortems, and securing owners and timelines for corrective actions and systemic improvements.
- Build and maintain ECR playbooks, Standard Operating Procedures, decision frameworks, and KPIs to raise quality, improve speed to resolution, and reduce recurrence.
- Coach and mentor the broader support organization on executive-ready communication and escalation handling; lead training and quality reviews and partner with Quality, Training, and Content to improve guidance and knowledge assets.
- Represent the Voice of the Member by synthesizing themes and trends to inform roadmap and policy refinements.
What We're Looking For
- 8+ years in Customer Experience/Support/Executive Customer Relations or related fields.
- Exceptional written and verbal communication with executive presence; proven ability to tailor complex subjects for technical and non-technical audiences.
- Demonstrated judgment managing privacy, legal, and reputational risk; familiarity with frameworks such as GDPR/CCPA and incident response workflows.
- Strong analytical skills; experience with case analytics, trend identification, and business storytelling that leads to action.
- Hands-on expertise with CX tools (e.g., Zendesk/NetSuite/Unwrap), ticket/issue tracking (e.g., Jira), and data/BI tools; strong Google Workspace proficiency.
- Track record leading cross-functional delivery without direct authority; known for calm, clarity, and decisiveness under pressure.
- BA/BS or equivalent practical experience.
Technical Stack
- Zendesk
- NetSuite
- Unwrap
- Jira
- Google Workspace
Team & Environment
You will report to the Operations Manager, Executive Customer Relations.
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 ranges: Region 1: $127,500-$150,000; Region 2: $114,750-$135,000; Region 3: $103,700-$122,000
Work Mode
This is a remote position open to candidates located in the U.S.
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.
