ŌURA
Better lives through better sleep.
Senior Program Manager, Member Experience
Location
Alaska + 10 moreAll locations: Alaska, Iowa, Nebraska, Mississippi, Missouri, Rhode Island, South Dakota, Vermont, Virginia, West Virginia, Wisconsin
Posted
9 days ago
Salary
$143.7K - $169K / year
Bachelor Degree10 yrs expEnglish
Job Description
• Own a portfolio of high-impact, cross-functional initiatives such as new channel implementation from concept to full adoption.
• Craft comprehensive strategic plans designed to elevate the overall customer experience.
• Help evaluate operational performance, lead high-impact initiatives, and ensure that organizational goals are on track.
• Scrutinize customer feedback and data to identify key areas for improvement.
• Establish and maintain a robust system for tracking CX performance metrics and key performance indicators (KPIs).
• Actively collaborate with diverse cross-functional teams to integrate customer experience initiatives.
Job Requirements
- 10+ years of experience in customer experience, with a proven track record of project managing CX initiatives.
- Strong ability to analyze data, identify trends, and make data-driven decisions related to customer experience.
- Previous experience designing and successfully implementing Omnichannel experiences.
- Demonstrated understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques.
- Ability to manage projects, track progress, and ensure deliverables are met on time and within budget.
- Proven leadership or contribution to executive decision making and logical cascade to managing projects and CX initiatives.
- Lead CX strategy sessions, getting executive buy-in and addressing concerns.
- Excellent problem-solving and analytical skills related to customer experience.
- Strong communication and interpersonal skills.
- Experience with project management tools (e.g., Google Sheets, JIRA, Confluence, project management software).
- Strong customer service orientation.
Benefits
- 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
