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. Our values 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.

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.