ŌURA

Compensation

Full Description

Job Description: • Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows • Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience • Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout • Own initiatives that measurably reduce resolution times and improve member experience • Analyze member feedback to identify areas for improvement using our existing automation tool stack • Incorporate machine learning, AI, and automation into the support workflow • Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization • Partner with Training team to ensure support teams are enabled on AI tooling through clear requirements, robust documentation, and structured feedback loops • Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance, translating findings into actionable recommendations • Use data to build the business case for new tooling investments or workflow changes, communicating ROI clearly to cross-functional stakeholders • Partner with Data and Analytics teams to ensure MX metrics are accurately captured and accessible across the organization Requirements: • 8+ years in Customer Experience Technology or AI tooling, with demonstrated ownership of tools or systems at scale • Proficiency in Python, SQL, and REST APIs; comfortable building lightweight automations and integrations without needing dedicated engineering support • Hands-on experience building or managing AI-based support workflows — including prompt engineering, knowledge base management, and performance evaluation • Experience defining and tracking AI tooling KPIs such as containment rate, deflection, and CSAT, and using data to drive continuous improvement • Strong cross-functional collaborator who can translate technical concepts for non-technical stakeholders and business needs for Engineering teams • Familiarity with enterprise support platforms (e.g. Zendesk, Intercom, Salesforce Service Cloud) at an admin or configuration level • Experience using Jira or similar project management tools to track tooling 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