Sr. Manager, Enterprise Support Operations

United StatesRemoteFull Time$157,250–$185,000 /yrPosted 2 months ago

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Role summary

The Enterprise Support Lead will bridge traditional support and customer success by managing high-touch proactive support and strategic engagement. This remote US-based role involves overseeing escalations, optimizing support operations, and collaborating across departments to enhance client experience and drive commercial business improvements. Key responsibilities include developing enterprise support frameworks, managing client relationships, leading support programs, conducting root cause analysis, and leveraging data for process improvements. The role also supports sales and customer success teams, ensuring customer retention and expansion, and acts as a liaison between clients and internal leadership. A minimum of 5 years of experience in enterprise customer support, program management, or business operations is required.

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.

We are looking for a Sr. Manager, Enterprise Support Operations to lead our Enterprise Support team. You will oversee day-to-day support operations, with a heavy operational focus on building and scaling a best‑in‑class enterprise support model. You will own how we deliver high‑quality, reliable support at scale for our enterprise customers and partners, ensure we consistently meet and exceed SLAs, and create the operational foundation required for sustainable, global growth. You will be responsible for designing, implementing, and optimizing the operational strategies, processes, and systems that underpin our enterprise support experience— including internal MX teams, BPO partners, and cross‑functional stakeholders across Sales, Customer Success, Revenue Operations, and Product.

What you will do:

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

RequirementsWe would love to consider you for this role if you have:

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.

If you are excited about building and scaling the operational backbone of Oura’s enterprise support experience — and you thrive at the intersection of people, process, and systems — we’d love to hear from you.

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 $157,250 - $185,000

Region 2 $144,500 - $170,000

Region 3 $130,050 - $ 153,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).

Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Disclaimer: Beware of fake job offers!We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note:

Our jobs are listed only on the ŌURA Careers page and trusted job boards.

We will never ask for personal information like ID or payment for equipment upfront.

Official offers are sent through Docusign after a verbal offer, not via text or email.

Stay cautious and protect your personal details.

To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.

Ready to apply?

You'll be redirected to Oura's application page.