Senior Support Operations Lead

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 millions of 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 seeking a Senior Support Operations Lead to design, implement, and continuously improve complex member journeys across our support ecosystem, with warranty replacements serving as a key initial focus area. This role will turn 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 across systems and teams.

This role is ideal for someone who is strong in customer journey design, root-cause analysis, project management, executive-ready communication, and cross-functional collaboration. They should be comfortable operating at the intersection of support operations, systems, analytics, policy, and process design.
What You Will Do:

Customer journey design and operational improvement

- Map and improve end-to-end member journeys across complex support experiences, especially warranty replacements, by identifying friction points across intake, eligibility, decisioning, fulfillment, returns, and follow-up communication.

- Translate operational pain points into clear future-state workflows, decision trees, requirements, and guardrails that improve consistency for both members and agents.

- Partner with stakeholders across Member Experience, Product, Engineering, Fraud, Finance, Logistics, and related teams to align on journey design priorities and ensure solutions work across systems and markets.

Root-cause analysis, analytics, and insight generation

- Lead root-cause analysis on recurring operational issues by pulling together signals across support tooling, transactional systems, logistics data, and reporting environments.

- Investigate failure patterns such as automation drop-off, process exceptions, queue health issues, RA/SO quality problems, and country- or channel-specific breakdowns, then convert findings into actionable recommendations.

- Define and monitor KPIs, dashboards, and experiment plans that measure impact on member effort, operational efficiency, quality, and risk.

Program and project management

- Own cross-functional improvement initiatives from problem definition through rollout, including scope, milestones, dependencies, risks, and stakeholder alignment.

- Help maintain and prioritize an improvement roadmap that balances quick wins with foundational investments in tooling, reporting, and process quality.

- Support launch readiness for new workflows, policy changes, and tooling updates by coordinating communications, documenting decisions, and monitoring post-launch performance.

Executive communication and stakeholder alignment

- Create executive-ready presentations, updates, and business cases that synthesize operational problems, supporting data, trade-offs, and recommended next steps.

- Communicate clearly with senior leadership, frontline teams, and cross-functional partners, adapting the level of detail to the audience while keeping decisions grounded in evidence.

Documentation, enablement, and change management

- Build concise SOPs, playbooks, training materials, and operational guidance that reflect how teams actually work and reduce over-reliance on tribal knowledge.

- Partner with QA, training, and operations teams to identify recurring errors, improve adoption of new workf