Omni-channel Operations Support Architect, Member Experience

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)