Director, Support Engineering & Intelligence (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 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 a Director of Support Engineering & Intelligence who will lead a high-performing team responsible for providing world-class technical support and data-driven insights. You will drive operational excellence, ensure high customer satisfaction, and foster a culture of innovation within the support engineering and intelligence teams and beyond. This role is pivotal in ensuring that Oura’s cross functional teams understand and act on insights that will continually align our products, processes, and policies with Oura’s brand ideals and experiences. 

As the Director of Support Engineering & Intelligence, and reporting directly to the Vice President of Member Experience, you will play a critical leadership role in building out an efficient and scalable support organization that leverages advanced data analytics, AI, and automation to enhance the support experience. You will also be responsible for ensuring that the support function is deeply integrated with product development and that customer insights are consistently fed back into the product lifecycle.

Travel Requirements: Some international and domestic travel may be required.

What you will do:

Leadership and Strategy

• Lead and mentor a team of support engineers, analysts, and intelligence professionals.
• Set and execute the vision and strategy for the Support Engineering & Intelligence function, aligning with overall company goals and customer satisfaction objectives.
• Foster a culture of collaboration, customer-first thinking, and continuous improvement within the support engineering organization, throughout the support network, and across the company.
• Oversee the day-to-day operations of the business intelligence and support engineering teams, ensuring data-driven governance, problems and opportunities are understood, and dynamic actions lead to efficient ticket resolution and SLAs being met.

Data-Driven Insights and Analytics

• Lead the development and implementation of a data-driven culture within the support organization.
• Collaborate with data engineering and analytics teams to build robust data pipelines and reporting systems.
• Utilize data analytics to identify trends, patterns, and opportunities for improvement.
• Develop and implement data-driven strategies to optimize support operations.
• Work with BI resources and stakeholders to create insightful reports and dashboards to track key metrics.

Customer Focus and Experience

• Prioritize customer satisfaction and build a strong understanding of customers, segments, and needs.
• Drive efforts to improve customer experience and reduce resolution times.
• Analyze customer feedback to identify areas for improvement.

Strategic Planning and Innovation

• Develop and execute the long-term vision for the support engineering and intelligence teams.
• Identify opportunities for automation, process improvement, and tool adoption.
• Collaborate with other departments to align support and operational strategies with overall business objectives.

Support Engineering Operations

• Possess and foster deep technical expertise in relevant technologies and products.
• Oversee the development and maintenance of tools, processes, and systems used by the support engineering team to resolve complex technical issues.
• Ensure that the support network is equipped with the latest technologies, resources, and training to provide top-tier customer support.
• Implement and manage processes for handling escalations, root cause analysis, and resolution of critical issues affecting customers.

Data Driven Support Intelligence

• Establish and manage support intelligence systems that analyze customer data, identify trends, and provide actionable insights to improve the customer experience.
• Instigate or lead initiatives to incorporate machine learning, AI, and automation into the support workflow to drive efficiency and proactively address customer needs.
• Work