Senior Manager, Retail Support Operations- Member Experience

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: $125,000 - $156,000

Oura's mission is to empower individuals to own their inner potential through their award-winning Oura Ring and app, helping millions achieve healthier, more balanced lives by providing insights into sleep, activity, and readiness. The company fosters a supportive, inclusive, and inspiring culture. Oura has offices in San Francisco and San Diego, with informal gatherings in other major cities.

Oura is experiencing significant growth in its retail and distribution channels globally. The Sr. Manager of Retail Support Operations will be a key member of the Enterprise Support team, collaborating with leadership in Member Experience, Marketing, Retail Sales, and Program Management. This role is crucial for developing, implementing, and managing best-in-class operational support strategies to ensure operational excellence and seamless support for the Retail Sales organization and retail partners (e.g., Best Buy, Amazon, Costco, Target, John Lewis, Elkjop) and international distributors.

This position is responsible for developing, implementing, and managing the operational strategies, processes, and systems that support the retail support model. This includes ensuring efficient operational and technical support, issue resolution, education, continuous learning, and the overall satisfaction of retail partners, distributors, and their customers. The ideal candidate will have a proven track record of supporting national retail accounts and building strong relationships with internal and external stakeholders.

Responsibilities

Retail Operations Strategy & Execution:

• Develop and implement scalable operational processes and systems to support rapid growth in domestic and international retail channels.
• Collaborate with Retail Sales leadership to understand retailer and distributor needs and challenges, providing proactive operational solutions and support, including the development of new service offerings.
• Oversee the end-to-end retail support operations lifecycle, including order processing, fulfillment coordination, returns management, and inventory monitoring in conjunction with supply chain teams.
• Establish and manage service level agreements (SLAs) for retail support, ensuring timely and effective resolution of partner inquiries and issues.

Partner Support & Relationship Management:

• Serve as a key operational point of contact for major retail partners and distributors, building and maintaining strong, collaborative relationships.
• Partner with the MX Knowledge Management team to develop and deliver comprehensive onboarding and training programs for new retail partners on Ōura’s products, systems, and support processes.
• Proactively identify potential issues and work cross-functionally with sales, logistics, finance, and technical support to ensure a seamless experience for retailers and distributors.
• Manage and resolve escalations from retail partners, ensuring a high level of satisfaction.

Process Improvement & Optimization:

• Continuously analyze retail operational performance, identifying areas for improvement in efficiency, cost-effectiveness, and partner satisfaction.
• Lead initiatives to optimize...