Senior Lead, Executive Customer Relations (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. 

Reporting to the Operations Manager, Executive Customer Relations, the Sr. Lead, Executive Customer Relations is a senior IC who will lead our most complex, high-visibility escalations as an executive-level support case owner — protecting member trust, coordinating cross-functional resolution, and setting the bar for executive-quality communication and service recovery. You will shape playbooks, partner across Legal/Privacy, Product, Engineering, and Operations, and drive root-cause elimination and systemic improvements that reduce recurrence. This is a remote U.S. role.

What You Will Do

• Serve as the single-threaded owner for all executive-level escalations—including those involving the C-suite/board, legal/privacy-sensitive matters, VIPs, and reputational risks—managing the Zendesk-based ECR queue end to end. This involves triaging and prioritizing cases based on risk, member impact, and adherence to SLAs. Orchestrate cross-functional resolution.
• Craft executive-caliber communications and service-recovery plans that are clear, empathetic, and outcomes-focused, tailoring voice and detail for members, executives, Legal, PR, and other audiences.
• Lead root cause analysis on high-severity cases, publishing concise incident reports, post-mortems, securing owners and timelines for corrective actions and systemic improvements.Spearhead the root cause analysis for high-severity cases, then produce clear incident reports and post-mortems. Ensure ownership and timelines are established for resulting corrective actions and systemic improvements.
• Build and maintain ECR playbooks, Standard Operating Procedures, decision frameworks, and KPIs (e.g., time to resolution, save/retention, recurrence/reopen, communication quality, tracking coverage) to raise quality, improve speed to resolution, and reduce recurrence.
• Coach and mentor the broader support organization on executive-ready communication and escalation handling; lead training and quality reviews and partner with Quality, Training, and Content to improve guidance, chatbot operating procedures, macros, and knowledge assets.
• Represent the Voice of the Member by synthesizing themes and trends to inform roadmap and policy refinements.

We would love to consider you for the role if you have: 

• 8+ years in Customer Experience/Support/Executive Customer Relations or related fields.
• Exceptional written and verbal communication with executive presence; proven ability to tailor complex subjects for technical and non-technical audiences.
• Demonstrated judgment managing privacy, legal, and reputational risk; familiarity with frameworks such as GDPR/CCPA and incident response workflows.
• Strong analytical skills; experience with case analytics, trend identification, and business storytelling that leads to action.
• Hands-on expertise with CX tools (e.g., Zendesk/NetSuite/Unwrap), ticket/issue tracking (e.g., Jira), and data/BI tools; strong Google Workspace proficiency.
• Track record leading cross-functional delivery without direct authority; known for calm, clarity, and decisiveness under pressure

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: $127,500-$150,000 
• Region 2: $114,750-$135,000
• Region 3: $103,700-$122,000

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).