Senior Program Manager – Warranty & Process Excellence

Business Operations         ·      United States    ·       Full time       ·         933 Business Process Management

Description

Oura is an award-winning and fast-growing startup that helps people track all stages of sleep and activity using the Oura Ring and connected app. By providing daily feedback and practical steps to inspire healthy lifestyles, we’ve helped millions of people improve their sleep, understand their bodies, and transform their health. We’re on a mission to empower every person to own their inner potential, and we’re seeking candidates who want to make an impact on our journey.

Business Optimization is a critical strategic pillar to Oura’s long-term success. It is a systematic approach to help the organization improve its underlying processes to achieve more efficient results and improve the customer experience.

The Senior Program Manager, Warranty & Process Excellence works closely with leadership, Customer Experience, Supply Chain, Finance, and IT in developing processes and recommendations to support efficient and high-quality business operations. The Program Manager works to reduce variation, duplication, and waste in business processes to achieve better utilization of resources and more cost-effective and efficient operations to scale and grow.

The Senior Program Manager, Warranty & Process Excellence is responsible for the development and execution of scalable global warranty strategies. You will build the framework and lead cross functional teams to deliver warranty exchange, and maintenance activities for our users and B2B partners. This includes leading and coordinating design/implementation efforts between internal teams and external partners to develop optimal solutions. You will also have a true hands-on approach, highly analytical skills, including ability to gain true insights from data and be an effective communicator.

Your Impact:

• Drive Oura warranty programs, identify strategic opportunities, and build a business roadmap across all geographies in partnership with Finance, Supply Chain, Engineering, Customer Support and Product teams
• Own program management for Oura’s warranty business and facilitate decision-making between competing strategies using data driven tradeoff analysis
• Build effective cross-functional partnerships with internal and external stakeholders to execute warranty roadmap
• Designs and documents business workflows and processes and works with stakeholders to optimize these processes, identify optimal resource levels, and set measurements/KPIs
• Ensure warranty programs and policies are seamlessly executed globally and improve program efficiency
• Define and deliver operational reporting that provide strategic insights and holds cross-functional leads accountable for delivering results
• Actively work with the senior leadership team on changing priorities and facilitating resolution for the overall success of the team.
• Participate in efforts to promote Project Management best practices throughout the company
• Engage with stakeholders to remain on top of the latest developments within the organization
• Track compliance against the program management framework for defining goals, managing work cadence, and measuring impact that allows for consistency and scale
• Constantly innovate and improve programs and program management mechanisms, suggesting new ideas and best practices for improving the business and customer engagement
• Drive continuous process improvement and make our customer experience better than ever
• Acts as the conduit between business operations and other departments as it relates to assigned programs

Preferred location: East Coast cities.

Requirements

We would love to have you on our team, if you have:

• Degree(s) in business management or a technical related field with equivalent practical experience
• 7+ years’ experience in Product Operations Management, Operations Program Management Supply Chain Management, Customer Support, or Operations Engineering
• Experience managing P&L for warranty and service products
• Expertise with product warranty, value and process engineering, reverse logistics and self service implementation in consumer electronics
• Proven analytical and quantitative skills and an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses
• Ability to manage time and priorities effectively in a fast-paced and sometimes ambiguous startup environment
• Solid experience planning for and managing several large-scale programs and coordinating cross functional project members to deliver quality results on time
• Passion and empathy for the customer; relentless focus on executing on the most impactful positive change for our users using data to secure organizational buy-in
• Familiarity with ERP and system integration
• Excellent written and oral business communication and people skills.

Benefits

At Oura, we care about you and your wellbeing. Everyone at Oura has a ring of their own and are continually looking to improve their health and add to our benefits!

What we offer:

• Competitive salary and equity
• Health, dental, and vision insurance
• Wellness benefits
• Flexible working hours + work-life balance
• An Oura ring of your own
• Amazing culture of collaborative and passionate coworkers

Oura takes a market-based approach to pay, and pay 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.

NY: $142,500 – $152,000 / Colorado: $135,000 – $144,000

A recruiter will be able to determine your zones/tiers based on your US location.

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 regards 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, socioeconomic status, 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.

Please click here to apply.