Director Of Training, Customer Experience

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. By providing daily insights and practical steps to inspire healthy lifestyles, we've helped over a million people understand and improve their health.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we work to promote work-life balance and ensure that our team members have what they need to do their best work — both in and out of the office.

As we are scaling and growing, we are searching for a Director of Training for the global Customer Experience team. You will create and execute global training programs to enable a superb customer experience, including onboarding and upskilling internal and external Customer Care Specialists and expanding list of retail partners.

You will establish and oversee all aspects of Training for Customer Experience, including strategic planning and budgeting for this vital function. This role will collaborate closely with cross-functional teams to align with company priorities and goals and translate those into effective training programs. You are a high EQ leader with proven success in at-scale, rapidly growing corporate environments.

You’ll be based out of our SF office or remotely within the U.S.

What you will do:

• Continuous Improvement: Stay abreast of industry trends, customer service innovations, and emerging technologies to enhance training programs and methodologies continuously. Proactively identify opportunities to optimize customer support processes and workflows to increase team efficiency and effectiveness.
• Training Content Development: Collaborate with subject matter experts to develop and update training materials, manuals, job aids, and other resources. Ensure the content reflects the latest product features, industry best practices, and customer needs. Incorporate interactive and multimedia elements to enhance the learning experience.
• Performance Evaluation: Develop and implement methods to assess the effectiveness of training programs and the performance of Customer Care Specialists and Retail Sales Associates. Collect and analyze data to identify areas for improvement and recommend training interventions to enhance customer satisfaction and operational efficiency.
• Develop and Execute Training Strategy: Design and implement a comprehensive training strategy aligned with the goals and objectives of the Customer Experience department. Identify training needs, gaps, and opportunities through analysis and evaluation of performance metrics, customer feedback, and industry trends.
• Design and Deliver Training Programs: Create engaging and effective training programs for Customer Care Specialists and Retail Sales Associates, covering topics such as product knowledge, customer service skills, communication techniques, conflict resolution, and problem-solving. Utilize various training methodologies, including classroom sessions, e-learning modules, role-playing exercises, and on-the-job training.
• Leadership and Team Management: Lead a team of training professionals, providing guidance, support, and performance feedback. Foster a collaborative and inclusive work environment that promotes employee growth, engagement, and development. Effectively manage resources and budgets to ensure efficient operation of the training department.
• Train the Trainer: Provide guidance and support to trainers within the Customer Experience department and at our vendor locations, ensuring they have the necessary knowledge, skills, and resources to deliver effective training sessions. Conduct train-the-trainer sessions to enhance their facilitation and coaching abilities.

Requirements

• Bachelor's degree or equivalent experience
• 8+ years of relevant experience
• Experience with developing and delivering training programs for a variety of audiences with a particular focus on Retail and Customer Experience
• Experience as a leader in a global organization is preferred but not required
• Strong knowledge of instructional design principles and adult learning theories
• Experience with learning management systems (LMS) and other learning technologies
• Ability to analyze data and evaluate the effectiveness of training programs
• Strong project management skills and the ability to manage multiple projects simultaneously
• Exemplary written and verbal communication skills.

Benefits

At Oura, we care about you and your wellbeing.

What we offer:

• Flexible working hours and remote working arrangements
• Amazing culture of collaborative and passionate coworkers
• $500 for initial WFH setup + $300 monthly wellness stipend
• Health, dental, vision insurance, and mental health resources
• 20 days of PTO + 13 paid holidays + 8 days of flexible wellness time off
• $750 Learning & Development credit
• Fertility benefits through Carrot Pro
• $25 DoorDash credit every Friday for lunch
• 5 days paid sick leave, 4 days bereavement leave, 12 weeks paid parental leave
• An Oura Ring of your own + employee discounts for friends & family
• Competitive salary and equity packages

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates’ pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 3 $171,000 - $182,000
• Region 2 $180,500 - $192,000
• Region 4 $161,500 - $172,000
• Region 1 $190,000 - $202,000

A recruiter can determine your zones/tiers based on your US location.

Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.