Senior Manager, Enterprise Support Operations

Role Overview

• Develop and execute a scalable enterprise support operating model that supports rapid growth across our Commercial and Retail business in the US and internationally
• Define and maintain enterprise support policies, workflows, and playbooks for enterprise-specific activities, and establish SLAs and operational KPIs that measure performance across internal teams and BPO partners
• Build, mentor, and lead a high-performing team and foster a culture of continuous improvement, accountability, and learning
• Serve as a primary operational point of contact for BPO partners supporting the enterprise business, driving alignment on processes, quality standards, escalation paths, and performance expectations
• Collaborate with partner and internal Member Experience (MX) teams to identify, design and lead BPO enablement programs, including training, certifications, knowledge management, QA frameworks, performance reviews, and calibration sessions, to ensure partners can confidently support complex enterprise scenarios
• Anticipate and plan for support demand tied to partnership launches, product launches, expansions, and other volume-driving events, and partner with Workforce Management on capacity, staffing plans, and cost-to-serve metrics for enterprise support
• Partner closely with Sales, Customer Success, RevOps, Finance, Product, Legal, and Security to ensure support strategy aligns with commercial goals, contractual customer commitments, and internal guardrails
• Lead initiatives to optimize and scale enterprise support workflows, tools, and systems, including CRM, support platforms, WFM, reporting, and analytics
• Define dashboards and reporting packages that provide visibility into support health, including SLAs, partner performance, backlog, escalations, launch readiness, and cost to serve, and use data to identify friction and prioritize improvement roadmaps
• Partner with Product, Engineering, BI/Data Analytics, IT, and Support Engineering to implement automation, AI-assisted workflows, and self-service capabilities that reduce manual effort while preserving a high-touch experience where it matters
• Act as an operational voice of the customer for enterprise segments, using data and feedback to advocate for experience improvements, product enhancements, and policy changes

Requirements

• 8+ years of experience in support operations with proven success designing and scaling complex support operations, ideally for enterprise customers or partners across multiple verticals (e.g., employer wellness, healthcare payers/providers, research, channel partners).
• Minimum 4+ years directly leading teams in complex, cross-functional environments, with the ability to balance strategic direction, day-to-day execution, and talent development.
• Deep understanding of support and operational workflows (case management, onboarding, escalations, SLAs, QA, knowledge management) and how they interact with commercial and product teams.
• Experience working with and/or managing BPO partners or external vendors, including enablement, QA, performance management, and governance.
• Strong proficiency with CRM and support tooling (e.g., Salesforce or HubSpot, Zendesk, WFM tools, analytics platforms), and comfort working with data (SQL, BI tools, or equivalent) to drive decisions.
• Demonstrated ability to use data and experimentation to identify root causes, prioritize opportunities, and validate process or tooling changes.
• Exceptional communication and stakeholder management skills, with the ability to tell a clear, structured story to executives, cross‑functional partners, and BPO teams.
• Strong program and project management capabilities, with a track record of delivering multi‑stakeholder initiatives on time and in scope in a fast‑paced, high‑growth environment.
• A builder mindset: comfortable with ambiguity, able to move between strategy and hands‑on execution, and motivated by creating scalable systems that outlast any single program or partnership.
• Alignment with Ōura’s mission and values, and a passion for improving the health and wellbeing of our members and partners.

Tech Stack

• SQL

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