Senior Manager, Retail Support Operations- Member Experience

Job Description:

At Oura, our mission is to empower every person to own their inner potential. With our award-winning Oura Ring and app, we help over 2.5 million people turn insights about sleep, activity, and readiness into healthier, more balanced lives. We believe that starts from within – by creating a culture where our team feels supported, included, and inspired to do their best work. guide how we show up for each other and our community every day.We have offices in San Francisco and San Diego for those who prefer hybrid or office settings. Oura employees in other major cities (like Boston and New York) occasionally gather informally at local co-working locations.Oura is experiencing rapid and exponential growth within our retail and distribution channels across both domestic and international markets. We partner with leading retailers and are aggressively expanding our footprint. The Sr. Manager of Retail Support Operations will play a pivotal role within the Enterprise Support team, working in close collaboration with leadership across Member Experience, Marketing, Retail Sales and Program Management. This individual will be responsible for developing, implementing, and managing best-in-class operational support strategies to ensure operational excellence and seamless support for our Retail Sales organization and our valued retail partners- including Best Buy, Amazon, Costco, Target, John Lewis, and Elkjop-and a growing set of international distributors..You will be responsible for developing, implementing, and managing the operational strategies, processes, and systems that underpin our retail support model. This includes ensuring efficient operational and technical support, issue resolution, education, continuous learning, and the overall satisfaction of our retail partners, distributors and their customers who purchase Ōura products. This role is pivotal in ensuring that our distribution and retail partners experience seamless integration during partnership launch and exceptional service throughout their journey with our company. The ideal candidate will have a proven track record of successfully supporting national retail accounts and building strong relationships with key internal and external stakeholders.What you will do:

• Retail Operations Strategy & Execution:

• Develop and implement scalable operational processes and systems to support rapid growth in retail channels, both domestically and internationally.
• Collaborate closely with the Retail Sales leadership to understand Retailer and Distributor needs and challenges, providing proactive operational solutions and support, including 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 our 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 workflows, tools, and systems related to retail support operations.
• Utilize data and analytics to drive decision-making, track key performance indicators (KPIs), and report on the effectiveness of retail support operations.
• Work with internal teams to ensure that retailer feedback is incorporated into product and service enhancements.
• Cross-Functional Collaboration:

• Work cross-functionally with internal teams, including Sales, PMO, Product Management, Marketing, and Revenue Operations, to ensure alignment and execution of sales and support strategies for Retail channel.
• Partner across Member Experience functions to ensure consistency in support and service quality across all channels.
• Monitor inventory flow, forecasting, and fulfillment for retail channels to mitigate support disruptions.
• Liaise with Marketing and Product teams to support retail-specific initiatives, promotions, and product launches.
• Team Leadership & Development:

• Build, mentor, and lead a high-performing retail support operations team.
• Foster a culture of continuous improvement, collaboration, and accountability within the team.

Requirements:

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

• 7+ years of experience in retail operations, customer support, sales operations, or a similar role, preferably within the consumer electronics, wearables, or wellness industries.
• Proven experience in a leadership role within enterprise sales and support environments, with a strong track record of managing teams and delivering exceptional client service.
• Proven track record of successfully managing and scaling operations in a fast-paced, high-growth environment, including international markets.
• Strong experience working with major retailers and distributors (e.g., Best Buy, Amazon, QVC, Costco, Target).
• Deep understanding of retail operational processes, including order management, inventory management, EDI, and reverse logistics.
• Excellent problem-solving, analytical, and critical-thinking skills with a data-driven approach to decision-making.
• Exceptional communication, interpersonal, and relationship-building skills, with the ability to influence and collaborate effectively with internal and external stakeholders at all levels.
• Strong project management and organizational skills, with the ability to manage multiple priorities and deadlines.
• Proficiency in using CRM systems (e.g., Salesforce), ERP systems, and other relevant operational software. Experience with Zendesk is a plus.
• Experience in developing and implementing SOPs and driving process improvements.
• Ability to thrive in a dynamic, rapidly evolving environment and a “roll-up-your-sleeves” attitude.
• Passionate about Ōura’s mission and products.

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 $125,000-$156,000
• Region 2 $109,000-$136,000
• Region 3 $104,000-$130,000

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), Rhode Island (RI), South Dakota (SD), Vermont (VT), 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.