Support Engineer, NPR Software – Features
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Job Description
Support Engineer coordinating software release readiness and member experience for Oura's global community. Collaborating with cross-functional teams to ensure successful software launches with a focus on customer insights.
Responsibilities:
- Coordinate Software Release Readiness by working with PMO, Product Managers, Engineering teams, and Quality Assurance
- Assist in building checklists, playbooks, and standard operating procedures for the NPR program
- Provide the Voice of Member perspective to ensure the member’s experience is prioritized
- Utilize data analysis tools to determine the success of product launches and provide readouts to PMO and Product Managers
- Analyze potential contact volumes as an input to forecasting with workforce management teams
Requirements:
- 8+ years in managing readiness of software launches for Customer or Member Experience (MX) teams
- Experience creating Standard Operating Procedures, Checklists, and Playbooks for CX/MX
- Strong technical knowledge of Software Development processes, App Releases, and Quality Assurance procedures
- Executive and cross-functional communication skills
- Experience using Jira or similar project management tools to track projects
- 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
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