Director, Commercial Support Operations, 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 Commercial Support who will lead our Enterprise Support team to deliver exceptional onboarding, training, order management, renewals, and technical support to retailers and distributors, go-to-market partners, and small and large medium business accounts. This role is pivotal in ensuring that our enterprise partners and clients experience seamless integration and exceptional service throughout their journey with our company. You will be responsible for overseeing the support operations, driving process improvements, and fostering a high-performing team dedicated to customer success.

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

What you will do:

Leadership and Management:

• Partner with commercial sales and marketing teams to establish strategies and approaches that augment go-to-market execution and scale sustaining support operations.
• Lead and mentor a diverse team of support professionals, providing guidance and support to ensure high performance and professional growth.
• Develop and implement strategies for onboarding, training, and technical support to meet the needs of commercial partners and enterprise clients.
• Monitor and evaluate team performance, setting clear objectives and KPIs to measure success and drive continuous improvement.
• Partner with Sales and IT to continuously improve our CRM and customer business systems for improved life cycle, workflow, and customer data management.

Onboarding and Training:

• Oversee the onboarding process for new commercial partners and enterprise clients, and their users, ensuring a smooth and efficient transition from sales to support.
• Design and deliver training programs tailored to the needs of go-to-market partners and small, medium and large business accounts, focusing on product adoption and usage, best practices, and change management. 

Order and Renewal Management:

• Monitor the end-to-end order process, including sizing and selection, order processing, tracking, and resolution of any issues.
• Develop and execute strategies for managing renewals, ensuring timely and successful contract renewals while addressing any client concerns.
• Devise appropriate strategies for end user retention and member conversion upon enterprise program end of life (EOL).

Technical Support:

• Provide high-level technical support to address complex issues and ensure client satisfaction.
• Collaborate with product and engineering teams to resolve technical problems and advocate for client needs.

Client Relationship Management:

• Build and maintain strong relationships with key client stakeholders, acting as the primary point of contact for support-related matters.
• Proactively engage with clients to understand their needs, gather feedback, and identify opportunities for improvement.

Process Improvement:

• Identify and implement process improvements to enhance the efficiency and effectiveness of support operations.
• Analyze support metrics and client feedback to drive continuous improvement and ensure high levels of client satisfaction.

Reporting and Analytics:

• Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management.
• Utilize data and insights to make informed decisions and drive strategic initiatives.

Requirements

We would love it if you have:

• Proven experience in a leadership role within enterprise sales and support environments, with a strong track record of managing teams and delivering exceptional client service.
• Expertise in go-to-market (GTM) operations encompassing the strategic and tactical processes involved in launching and delivering a product or service to the market effectively, and especially sales strategy and enablement.
• Experience in onboarding, training, order management, technical support, and renewals, particularly in a Retail or B2B context.