Oura

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Senior Technical Product Manager, IT Service Management

Work from home

Remote role where the employee must remain based in a particular country.

Listed for United States

From the listing details: Source listing states candidate location: "Remote - United States, North America"

Employer listed it 2 weeks ago · Added 12 days ago

Been open since 2 weeks ago, still being checked, but it has been live a while.

Salary

$143,000 to $169,000

Location

Listed for United States

Timezone

US East

Contract

Full-time

Experience

Senior

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Experience supporting distributed teams across US and EMEA time zones
Where you can work from: This is a remote role based in the US.
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Competitive salary and equity packages

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote - United States, North America"
Job description states: "based in the US."

What Nomaders makes of it

Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

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 are looking for a hands-on Senior Technical Product Manager to own Oura's IT service management (ITSM) and employee service management (ESM) platforms. You will lead our move off a legacy ITSM tool to a modern, AI-native platform, then bring service management to teams like HR, Finance, Legal, and Security on whichever platform or platforms fit them best. You will be fluent in ITSM theory, comfortable evaluating tools without bias, and willing to roll up your sleeves to configure, integrate, and ship. Above all, you will care about the people on the other side of every request and work to make getting help easy and seamless.

What You Will Do:

Lead the migration from our legacy ITSM platform to a modern, AI-native one, from data model, workflow, and catalog design through integrations, cutover, and decommission, with no loss in service levels or employee satisfaction

Be the voice of the employee. Design requests, catalog items, and knowledge from the worker's point of view so getting help is easy and frictionless, and use feedback and service data to keep removing friction

Own the platform as a product: a single roadmap and backlog, clear intake, and prioritization criteria that every service team can see and trust

Govern the service catalog and request fulfillment. Decide what gets added, changed, or retired, and move requests from manual work toward automated and identity-governed fulfillment

Own the knowledge management function: the standards, structure, and governance that make knowledge accurate and findable for people and AI agents alike, while individual teams keep ownership of their own content

Define how AI agents operate in service management: which requests they resolve, which they route to a human, and the accuracy thresholds and guardrails behind each

Build a repeatable onboarding model for ESM so non-IT service teams can adopt a consistent service experience, whichever platform fits them (intake, catalog, workflows, knowledge, reporting, access controls)

Keep the platform audit-ready by designing change, incident, and access workflows that produce the evidence our SOX, SOC 2, and HIPAA controls require

Work hands-on in the platform and with engineers on configuration, integrations, and automation, and direct vendor and partner work where needed

This is a remote role based in the US.

What you'll bring

6+ years in IT service management, service platform, or internal-tools product roles

Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live

Strong grounding in ITSM concepts and practices (ITIL or equivalent), and the judgment to evaluate platforms on their merits rather than loyalty to one vendor

Hands-on depth with a modern service management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting

Experience with an AI-native ITSM platform (such as Atomicwork or Serval), or with Jira Service Management, Freshservice, or similar

Working knowledge of ServiceNow, including its data model, workflows, and administration, and how to get data and configuration back out of it

Experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform

Experience applying AI in a service desk: knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff

Technical depth to make and defend design calls with engineers: REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations (such as MCP and tool calling), and scripting in Python or JavaScript

Requirements

·6+ years in IT service management, service platform, or internal-tools product roles
·Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live
·Strong grounding in ITSM concepts and practices (ITIL or equivalent), and the judgment to evaluate platforms on their merits rather than loyalty to one vendor
·Hands-on depth with a modern service management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting
·Experience with an AI-native ITSM platform (such as Atomicwork or Serval), or with Jira Service Management, Freshservice, or similar

Benefits

·At Ōura, we care about you and your well-being. Everyone here at Ōura has a ring of their own and we are continually looking to improve employee health.
·Competitive salary and equity packages
·Health, dental, vision insurance, and mental health resources
·An Ōura 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

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Oura, mentioning your remote working experience and working hours (US East).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 13d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.