ŌURA · 5 hours ago

Product Manager, CX

New York, NY

Full-time

Remote

Mid Level

$151K/yr - $168K/yr

3+ years exp

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Responsibilities

Own and drive the roadmap for Oura's customer support tooling, to deliver a more efficient and optimized experience to CX agents, chatbot interactions, automations, and self-service support

Work closely with our CX team and other key stakeholders to understand their needs, iterate on solutions, and prioritize the roadmap

Define and track KPIs to help measure the impact of improvements over time

Work closely with CX, IT, and Product to develop a roadmap for new support opportunities and ongoing improvements to CX tools and processes

Translate product strategy and technical requirements into detailed Jira tickets, that include context, clear requirements, acceptance criteria, and relevant resources to ensure developers have everything they need to be efficient and be successful

Collaborate with designers and developers across the entire company to influence, concept, and prototype updates to our hardware and software that impacts Oura's customer support tooling

Build a strong understanding of Oura's technical architecture and data flow so you can make sound decisions that will enable long-term success of our support tooling

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support toolingSoftware developmentSystems engineeringConsumer health techCross-functional collaborationD2C experienceJira