Support Engineer, NPR Software & Features at Oura

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. What you will do: • Coordinate Software Release Readiness: • Work closely with Oura’s Program Management Office (PMO), Product Managers, Engineering teams and Quality Assurance to assess readiness needs for delivery to customers. • Scope new features in collaboration with Member Experience functional leaders to determine size, customer impact, and quality of releases. • Report on Member Experience team readiness for upcoming software releases, keeping track of RAG status, mitigating risks, and escalating issues as appropriate to ensure success. • Documentation & Playbooks: • Assist in building out checklists, playbooks, and standard operating procedures for the Member Experience team’s New Product Readiness (NPR) program. • Lead workshops with cross functional leaders to break down failure scenarios and establish a framework for troubleshooting complex features. • Maintain project status via ticketing system, project plans, presentation slides and wiki pages. • Member Focus & Experience: • Provide the Voice of Member (VoM) perspective to all aspects of your work. Ensuring the member’s experience remains foremost in alignment with other functions. • Ensure mitigations are established and prepared for unhappy path scenarios. • Data & Reporting: • Utilize data analysis tools such as Tableau, Unwrap, and manual analysis to determine success of product launches. Provide readouts to PMO and Product Managers as well as assist them in self service of this data. • Analyze potential contact volumes as an input to forecasting with workforce management teams This is a U.S. remote role with preference for candidates based in EST. We would love to have you on our team if you have: • 8+ years in managing readiness of software launches for Customer or Member Experience (MX) teams • Experience creating Standard Operating Procedures, Checklists, and Playbooks for CX/MX • Strong technical knowledge of Software Development processes, App Releases, and Quality Assurance procedures • Executive and cross-functional communication skills • Experience using Jira or similar project management tools to track projects • Strong customer service orientation 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: $143,650 - $169,000 • Region 2: $130,050 - $153,000 • Region 3: $117,300 - $138,000 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. Stay cautious and protect your personal details. 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.