Omni-channel Operations Support Architect, 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 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. 

We are seeking an Operations Support Architect to implement, scale, and continuously improve Oura’s omnichannel support ecosystem - and to lead the operational readiness required for further international expansion. Reporting to the Senior Manager of Operations Support, this role drives KPI‑focused journey and channel design, platform/integration architecture, and programs that improve member and agent outcomes across markets. 

This is a remote U.S. role.

What You Will Do

Omnichannel Strategy and Journey Implementation 

• 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.

International Expansion and Localization

• 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.

Platform and Integration Architecture

• 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.

Analytics, Instrumentation, and Continuous Improvement

• 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.

Requirements
We would love to have you on our team if you have:

• 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.

Nice to Have

• 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 

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 $108,000 - $135,000
• Region 2 $99,000 - $124,000
• Region 3 $90,000 - 113,000

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)