Senior Manager – Retail Support Operations-Member Experience

Senior Manager – Retail Support Operations-Member Experience

Requirements

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Build, mentor, and lead a high-performing retail support operations team.
• Foster a culture of continuous improvement, collaboration, and accountability within the team.

Preferred Qualifications

• Experience with Zendesk is a plus.