Apply on Employer Site

ŌURA · 8 hours ago

Omni-channel Operations Support Architect, Member Experience

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $135K/yr

7+ years exp

ŌURA is a quickly growing company focused on helping people live healthier and happier lives. They are seeking an Operations Support Architect to implement and improve their omnichannel support ecosystem while leading operational readiness for international expansion.

Health Wellness & Fitness

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Execute our multi‑year channel strategy and maturity roadmap across self‑service, in‑app/web, chat, community, voice, email, and social—aligning channel mix to segments, intents, SLAs, and cost‑to‑serve targets

Architect end‑to‑end journeys beginning with top contact drivers: define deflection vs. assist guardrails, escalation logic, proactive/outbound triggers, and context‑passing to ensure continuity across touchpoints

Establish omnichannel routing and agent workspace continuity (single member context, unified history, intent handoff) to maximize FCR, reduce effort, and protect CSAT

Lead omnichannel market‑readiness for new regions (e.g., APAC/EMEA): localization plans for automations, bot flows, and language routing

Tailor channel portfolios by market (e.g., in‑app/chat, email, voice, region‑relevant social/messaging) and establish policies for region‑specific intents, SLAs, and escalation paths

Partner with Legal, Security, and Data to ensure regional compliance and data‑handling standards; align vendor/BPO footprint, WFM, QA, and training to regional needs

From an agent‑workspace‑first view, help implement the support toolset, workflows, and tech stack (CRM/case, CCaaS/telephony, chat, KB, community, translation/localization tooling) to deliver efficient global operations

Define integration patterns for context exchange (bots → agents → specialists), identity, order/membership systems, and analytics/telemetry required for global observability

Implement channel‑ and journey‑level analytics; instrument events for full‑funnel insights across markets, languages, and channels

Run experiments (A/B, multi‑armed bandit) to optimize deflection, FCR, CSAT, and effort; build KPI frameworks and ROI models to prioritize roadmap investments

Qualification

Omnichannel strategyCX architectureContact center technologyAnalytics/BICRM/case managementConversational AIJourney designInternational supportStakeholder managementDocumentationCommunication

Required

7+ years in support operations, CX architecture, contact center technology, or related roles; 3+ years leading omnichannel and/or automation programs

Hands‑on expertise in at least two of: CCaaS/telephony, CRM/case, conversational AI, knowledge management, analytics/BI

Demonstrated international support exposure: multi‑language operations, follow‑the‑sun models, localization, and market readiness across regions

Proven journey design balancing customer effort, CSAT, and cost‑to‑serve; fluency in experimentation, KPI design, and ROI modeling

Strong systems and data architecture skills; excellent stakeholder management, documentation, and communication

Preferred

Agent assist, RPA, workflow orchestration, and LLM‑based solutions

Familiarity with ITIL/ITSM, COPC, or similar operational frameworks

Experience with vendor/BPO governance, translation/QA programs, and region‑specific channel adoption

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

Company

ŌURA

Glassdoor4.4

Oura is an award-winning, fast-growing startup that helps people get up close and personal with their health.

Founded in 2013

San Francisco, California, US

501-1000 employees

https://ouraring.com/how-it-works

H1B Sponsorship

ŌURA has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)

2024 (6)

2023 (4)

2022 (3)

2021 (3)