Product Manager - CX

Yesterday

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ŌURA

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Consumer electronics • Health technology • Wearable technology • Sleep monitoring • Software development

201 - 500

Description

• 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

Requirements

• 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

• 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