Sr Program Manager, Member Experience

Ōura

2h • Hybrid

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. As the Sr Program manager reporting to the Head of CX Strategy & Program Management you will play a crucial leader who translates strategic vision into actionable plans, drives business performance, and ensures long-term success for the organization.

Requirements

• 10+ years of experience in customer experience, with a proven track record of project managing CX initiatives.
• Strong ability to analyze data, identify trends, and make data-driven decisions related to customer experience.
• Previous experience designing and successfully implementing Omnichannel experiences.
• Demonstrated understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques.
• Ability to manage projects, track progress, and ensure deliverables are met on time and within budget.
• Proven leadership or contribution to executive decision making and logical cascade to managing projects and CX initiatives.
• Lead CX strategy sessions, getting executive buy-in and addressing concerns.
• Excellent problem-solving and analytical skills related to customer experience.
• Strong communication and interpersonal skills.
• Experience with project management tools (e.g., Google Sheets, JIRA, Confluence, project management software).
• Strong customer service orientation.

Responsibilities

• Program Management & Enablement - Own a portfolio of high-impact, cross-functional initiatives such as new channel implementation from concept to full adoption, establishing governance cadences, clear ownership, and success metrics, while actively managing risks and interdependencies.
• Strategic Planning and Execution - Craft comprehensive strategic plans designed to elevate the overall customer experience. Implement these plans meticulously, ensuring alignment with organizational goals and customer needs.
• Continuous Improvement: As a trusted thought partner, help evaluate operational performance, lead high-impact initiatives, and ensure that organizational goals are on track.
• Data Analysis and Improvement - Scrutinize customer feedback and data with meticulous attention to detail. Identify key areas where improvements can be made to the customer journey. Develop and implement targeted solutions to address these identified areas, fostering a continually improving customer experience.
• Performance Monitoring and Reporting - Establish and maintain a robust system for tracking CX performance metrics and key performance indicators (KPIs). Generate detailed reports on CX performance, providing valuable insights into areas of success and those requiring further attention.
• Cross-Functional Collaboration - Actively collaborate with diverse cross-functional teams, including but not limited to, product, engineering, and marketing departments. Work in synergy with these teams to integrate customer experience initiatives seamlessly into the broader organizational framework.
• Documentation and Reporting - Create and diligently maintain comprehensive project documentation. This includes, but is not limited to, project plans, detailed timelines, and regular, up-to-date status reports. Ensure all project-related information is accurately recorded and readily accessible.
• Risk Management - Proactively identify potential risks that could impede the progress or success of CX projects. Develop and implement mitigation strategies to address these risks, ensuring projects remain on track and potential issues are minimized.
• Metrics & Reporting - Analyzing financial data, forecasting, and identifying cost-saving opportunities. Define and track key performance indicators (KPIs) and present regular reports to executive leadership on MX performance and budget and the main drivers of over/under spend

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 251-500 employees