Product Support Senior Manager

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. You will be responsible for the management of the strategy and operations of our Tier 1 Help Desk team. You will work collaboratively with our onsite IT leadership, our Tier 2 shared services teams and other key stakeholders to continuously improve the end-user customer experience with our IT support services.

This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

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Qualifications:

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).

Responsibilities:

As a Senior Manager, you will have successfully managed in past assignments for several years in a customer services environment. In addition to having been an effective technical or professional contributor you will have experience in implementing continuous service quality management practices. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources and driving continuously improving customer experience.