Member Experience, Data Privacy Specialist

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. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. 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 ensure that our team members have what they need to do their best work — both in and out of the office. We’re on a mission to empower every person to own their inner potential, and we’re seeking a Member Experience, Data Privacy Specialist who will protect member data while scaling safe, high‑quality support experiences. In this role, you’ll serve as a specialist within Member Experience (MX) focusing on data privacy, from data subject requests and account/data deletion to complex login, identity, and incident cases. You’ll directly support members while focusing on true privacy and regulatory risk, strengthen our processes and tooling that support Data Privacy work, and partner closely with Privacy, Security, and Support Operations to implement improvements. Responsibilities • Own direct interactions with our members, handling GDPR/CCPA data subject requests, account/data deletion, and complex identity/login/privacy issues in our Data Privacy queues. • Maintain a healthy Data Privacy queue by triaging and routing correctly, reducing mis‑routed tickets, and maintaining SLA targets. • Drive privacy quality and insights using reports and dashboards to spot patterns (misrouting, defects, incident trends) and convert them into concrete changes in routing, macros, knowledge content, and training. • Own Data Privacy escalations and incidents by operating our escalation process and coordinating with Privacy/Security on incident reporting, investigation, and member communications. • Partner cross‑functionally on Data Privacy improvements (Privacy, Security, IT, WFM, Analytics, Support Ops) to implement the MX Data Privacy roadmap, tooling changes, and WFM staffing models for Data Privacy. Requirements We would love to have you on our team if you have: • 4+ years of experience in customer support, operations, trust & safety, or similar roles, including 2+ years working directly with privacy, security, or other regulated workflows (e.g., GDPR/CCPA, incident handling, data subject requests). • Hands‑on experience in at least one major ticketing platform (e.g., Zendesk) plus collaboration and project tools (Jira, Confluence, Google Workspace, Slack). • Demonstrated ability to interpret policies and SOPs and turn them into clear internal notes, macros, and member‑facing explanations that are both accurate and empathetic. • Experience writing and maintaining operational documentation (SOPs, playbooks, training guides) and driving adoption of that content across teams and/or BPO partners. • Strong analytical and problem‑solving skills; comfort using dashboards or tools like Tableau, Unwrap, or Maestro to investigate patterns and propose improvements. • Excellent written and verbal communication in English; ability to communicate clearly with frontline agents, senior stakeholders, and cross‑functional partners (Privacy, Security, Product, Engineering, WFM). Nice to Have • Direct experience as a Data Privacy or Security specialist supporting consumer products, health/fitness apps, or other high‑sensitivity domains. • Familiarity with GDPR/CCPA concepts (data subject rights, lawful bases, deletion/retention, data portability) and how they show up in day‑to‑day support interactions. • Experience with OneTrust or similar systems for managing DSRs, account deletion, and identity verification flows. • Exposure to HIPAA/MDR considerations, incident response processes, or enterprise/healthcare partner integrations that increase privacy and compliance requirements for MX. • Prior work with BPO or external partner teams handling privacy‑adjacent queues, including training, QA, and SOP ownership. 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 1 $80,750 - $95,000 • Region 2 $73,950 - $87,000 • Region 3 $68,000 - $80,000 A recruiter can determine your Region based on your US location. We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).…