Operations Support Architect, Member Experience

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 Operations Support Architect to implement strategies that optimize and scale our omnichannel support ecosystem across self-service, web, mobile, chat, community, voice, email, and social support. Reporting to the Senior Manager of Operations Support, this role focuses on KPI-driven performance management, journey and channel design, and the delivery of programs that improve member and agent outcomes.

This is a remote U.S. role.

What You Will Do

• Channel strategy and roadmap: Support channel optimization and maturity roadmap across self-service, live assistance, proactive/outbound support, and community. Align the channel mix to customer segments, intents, SLAs, and cost-to-serve targets.
• Experience and journey design: Beginning with deep understanding of contact driver data, map top customer intents and architect optimal channel pathways (deflection vs. assist) with clear guardrails and escalation logic. Define omnichannel routing, context-passing, and continuity across touchpoints.
• Platform and integration architecture: Starting with an agent workspace view, architect the support toolset, workflow, and tech stack (CRM/case management, telephony/CCaaS, chat, knowledge base, community) to enable optimal performance and outcomes.
• Analytics and continuous improvement: Implement channel-level and journey analytics; instrument events for full-funnel insights. Run experiments (A/B, multi-armed bandit) to optimize deflection, FCR, and effort scores.

Requirements:

We would love to have you on our team if you have:

• 7+ years in support operations, CX architecture, contact center technology, or related roles; 3+ years leading omnichannel or automation programs.
• Hands-on expertise with at least two of: CCaaS/telephony, CRMs, conversational AI, knowledge management, analytics/BI.
• Systems and data architecture skills
• Proven journey design balancing customer effort, CSAT, and cost-to-serve.
• Fluency in experimentation, KPI design, and ROI modeling.
• Proven experience with process reengineering and policy design
• Excellent stakeholder management, documentation, and communication skills.

Nice to Have

• Agent assist, RPA, workflow orchestration, and LLM-based solutions.
• Familiarity with ITIL/ITSM, COPC, or similar operational frameworks.
• Global support exposure (multi-language, follow-the-sun).

Benefits

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• 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

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1 $108,000 - $135,000
• Region 2 $99,000 - $124,000
• Region 3 $90,000 - 113,000

A recruiter can determine your zones/tiers based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Missouri (MO), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI)

Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Disclaimer: Beware of fake job offers!

We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note:

• Our jobs are listed only on the ŌURA Careers page and trusted job boards.
• We will never ask for personal information like ID or payment for equipment upfront.
• Official offers are sent through Docusign after a verbal offer, not via text or email.

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To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.