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Head of Commercial Support Operations

2 months ago

San Francisco, California, United States Oura Full time

About Oura

At Oura, our vision is to enable individuals to unlock their full potential. Our innovative products assist users in understanding their health metrics, including readiness, activity levels, and sleep quality, through the Oura Ring and its companion application. With over 2.5 million users, we are dedicated to enhancing health and wellness by providing actionable insights and guidance.

Role Overview

We are seeking a Director of Commercial Support Operations to spearhead our Enterprise Support team. This role is crucial in delivering outstanding onboarding, training, order management, renewals, and technical assistance to our retail partners, distributors, and business accounts of all sizes. You will play a key role in ensuring that our enterprise clients receive top-notch service and a seamless experience with our offerings.

Key Responsibilities

Leadership and Team Development:

  • Collaborate with sales and marketing teams to create strategies that enhance market execution and sustain support operations.
  • Guide and mentor a diverse team of support professionals, fostering an environment of high performance and career development.
  • Formulate and execute onboarding and training strategies tailored to the needs of our commercial partners and enterprise clients.
  • Assess team performance, establishing clear objectives and KPIs to drive continuous improvement.
  • Work alongside Sales and IT to enhance our CRM and customer management systems for better workflow and data handling.

Onboarding and Training:

  • Manage the onboarding process for new commercial partners and enterprise clients, ensuring a smooth transition from sales to support.
  • Create and implement training programs that focus on product usage, best practices, and change management for various business accounts.

Order and Renewal Oversight:

  • Oversee the complete order process, from selection to resolution of any issues.
  • Develop strategies for managing contract renewals, ensuring timely execution while addressing client concerns.
  • Implement strategies for user retention and member conversion at the end of enterprise programs.

Technical Support Management:

  • Provide advanced technical support to resolve complex issues and ensure client satisfaction.
  • Collaborate with product and engineering teams to address technical challenges and advocate for client needs.

Client Relationship Management:

  • Establish and maintain strong relationships with key client stakeholders, serving as the primary contact for support-related inquiries.
  • Engage proactively with clients to understand their needs and identify areas for improvement.

Process Enhancement:

  • Identify and implement improvements to enhance the efficiency and effectiveness of support operations.
  • Analyze support metrics and client feedback to drive continuous enhancement and ensure high client satisfaction.

Reporting and Analytics:

  • Prepare and present regular reports on team performance and client satisfaction to senior management.
  • Utilize data insights to inform decisions and drive strategic initiatives.

Qualifications

The ideal candidate will possess:

  • Demonstrated experience in a leadership role within enterprise sales and support environments, with a proven ability to manage teams and deliver exceptional client service.
  • Expertise in go-to-market operations, particularly in sales strategy and enablement.
  • Experience in onboarding, training, order management, technical support, and renewals in a Retail or B2B context.

Skills

  • Strong leadership and team management capabilities.
  • Excellent communication and interpersonal skills with a client-focused approach.
  • In-depth technical knowledge and problem-solving abilities.
  • Proven analytical skills to drive process improvements and strategic initiatives.
  • Proficiency in CRM systems and enterprise software applications.

Benefits

At Oura, we prioritize the well-being of our employees. We offer:

  • Competitive salary and equity packages.
  • Comprehensive health, dental, and vision insurance, along with mental health resources.
  • An Oura Ring for personal use and discounts for friends and family.
  • Generous paid time off, including holidays and wellness days.
  • Paid sick leave and parental leave.
  • A collaborative and passionate work culture.

Oura is committed to being an equal-opportunity employer, celebrating diversity and fostering an inclusive environment for all employees.