Key skills
Software Development processesApp ReleasesQuality Assurance proceduresJiraStandard Operating ProceduresExecutive communicationCross-functional communicationCustomer service orientationRAGTableauProject ManagementCommunicationCollaboration
About this role
ŌURA is on a mission to empower individuals to unlock their inner potential through innovative health products. The NPR Engineer, Software & Features role involves coordinating software release readiness, documenting processes, and ensuring a positive member experience through data analysis and reporting.
Responsibilities:
- Coordinate Software Release Readiness: Work closely with Oura’s Program Management Office (PMO), Product Managers, Engineering teams and Quality Assurance to assess readiness needs for delivery to customers
- Scope new features in collaboration with Member Experience functional leaders to determine size, customer impact, and quality of releases
- Report on Member Experience team readiness for upcoming software releases, keeping track of RAG status, mitigating risks, and escalating issues as appropriate to ensure success
- Documentation & Playbooks: Assist in building out checklists, playbooks, and standard operating procedures for the Member Experience team’s New Product Readiness (NPR) program
- Lead workshops with cross functional leaders to break down failure scenarios and establish a framework for troubleshooting complex features
- Maintain project status via ticketing system, project plans, presentation slides and wiki pages
- Member Focus & Experience: Provide the Voice of Member (VoM) perspective to all aspects of your work. Ensuring the member’s experience remains foremost in alignment with other functions
- Ensure mitigations are established and prepared for unhappy path scenarios
- Data & Reporting: Utilize data analysis tools such as Tableau, Unwrap, and manual analysis to determine success of product launches. Provide readouts to PMO and Product Managers as well as assist them in self service of this data
- Analyze potential contact volumes as an input to forecasting with workforce management teams
Requirements:
- 8+ years in managing readiness of software launches for Customer or Member Experience (MX) teams
- Experience creating Standard Operating Procedures, Checklists, and Playbooks for CX/MX
- Strong technical knowledge of Software Development processes, App Releases, and Quality Assurance procedures
- Executive and cross-functional communication skills
- Experience using Jira or similar project management tools to track projects
- Strong customer service orientation