Full-Time Product Manager, CX

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