About The Position
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 an Operations Support Architect to implement, scale, and continuously improve Oura’s omnichannel support ecosystem - and to lead the operational readiness required for further international expansion. Reporting to the Senior Manager of Operations Support, this role drives KPI‑focused journey and channel design, platform/integration architecture, and programs that improve member and agent outcomes across markets. This is a remote U.S. role.
Requirements
- 7+ years in support operations, CX architecture, contact center technology, or related roles; 3+ years leading omnichannel and/or automation programs.
- Hands‑on expertise in at least two of: CCaaS/telephony, CRM/case, conversational AI, knowledge management, analytics/BI.
- Demonstrated international support exposure: multi‑language operations, follow‑the‑sun models, localization, and market readiness across regions.
- Proven journey design balancing customer effort, CSAT, and cost‑to‑serve; fluency in experimentation, KPI design, and ROI modeling.
- Strong systems and data architecture skills; excellent stakeholder management, documentation, and communication.
Nice To Haves
- Agent assist, RPA, workflow orchestration, and LLM‑based solutions.
- Familiarity with ITIL/ITSM, COPC, or similar operational frameworks.
- Experience with vendor/BPO governance, translation/QA programs, and region‑specific channel adoption.
Responsibilities
- Execute our multi‑year channel strategy and maturity roadmap across self‑service, in‑app/web, chat, community, voice, email, and social—aligning channel mix to segments, intents, SLAs, and cost‑to‑serve targets.
- Architect end‑to‑end journeys beginning with top contact drivers: define deflection vs. assist guardrails, escalation logic, proactive/outbound triggers, and context‑passing to ensure continuity across touchpoints.
- Establish omnichannel routing and agent workspace continuity (single member context, unified history, intent handoff) to maximize FCR, reduce effort, and protect CSAT.
- Lead omnichannel market‑readiness for new regions (e.g., APAC/EMEA): localization plans for automations, bot flows, and language routing
- Tailor channel portfolios by market (e.g., in‑app/chat, email, voice, region‑relevant social/messaging) and establish policies for region‑specific intents, SLAs, and escalation paths.
- Partner with Legal, Security, and Data to ensure regional compliance and data‑handling standards; align vendor/BPO footprint, WFM, QA, and training to regional needs.
- From an agent‑workspace‑first view, help implement the support toolset, workflows, and tech stack (CRM/case, CCaaS/telephony, chat, KB, community, translation/localization tooling) to deliver efficient global operations.
- Define integration patterns for context exchange (bots → agents → specialists), identity, order/membership systems, and analytics/telemetry required for global observability.
- Implement channel‑ and journey‑level analytics; instrument events for full‑funnel insights across markets, languages, and channels.
- Run experiments (A/B, multi‑armed bandit) to optimize deflection, FCR, CSAT, and effort; build KPI frameworks and ROI models to prioritize roadmap investments.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
