Senior Manager, Escalation Management

Job Description

The Oracle Cloud Infrastructure (OCI) Executive Escalations team is seeking accomplished and passionate individuals to lead a team of Executive Escalation Managers that drive and evolve our customers’ cloud journey.

Are you a leader that to knows how the end-to-end cloud infrastructure works? Are you passionate about making customers successful? Are you willing to lead a team of Executive Escalation Managers that are customer advocates who enjoys building and establishing strong relationships and credibility? Are you excited about diving in and resolving customer issues, and willing to engage directly with Executives in high-profile situations?

We are looking for a Leader of Escalation Managers that lead and manage complex customer issues and situations. The ideal candidate will have proven ability to communicate effectively in high-pressure situations, work on and lead cross-functional teams such as Support and Operations, Consulting, Engineering and Product Management. S/he is a forward-thinking problem solver with a solutions-oriented mindset and with a potential to deeply understand the impact of technical challenges. In addition, s/he has strong communication skills to clearly articulate high-level technical solutions and drive technical decisions to solve challenging technical and business problems.

As an a Senior Manager of Escalations Managers, you will lead the team bringing business critical product issues to resolution and channel customers back to normal Support stream. The team strives to provide the highest level of customer support and satisfaction through collaborating with service teams from multiple Oracle lines of business in resolving product related issues that have a significant business impact on cloud customers.

Career Level - M3

Responsibilities

Roles and Responsibilities:

• Manage a diverse team of Executive Escalation Managers; coaching, mentoring, and leading the team while providing opportunities for career growth
• Drive the team to deliver communication to customers and other teams within Oracle during critical incidents.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Lead and work as a member of a global team. Be able & willing to assist in work originating in other regions
• Engage and lead cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations.
• Manage timelines and resource engagement to drive resolution to critical/challenging customer issues in a cross-functional environment
• Track and communicate status and resolution to all customer and Oracle stakeholders in a factual, professional, timely and consistent manner.
• Primary shift = US Pacific Time, rotational shift work, including some holidays and weekends.
• Technical aptitude sufficient to obtain OCI certification(s) as requested/required.
• Ability to communicate verbally and in writing, complex ideas and topics to multiple audiences at the appropriate depth for each.
  
  
  

Preferred Qualifications:

• Experience leading a team in a global organition
• Experience in customer engagement and customer-facing service delivery and/or incident management roles.
• BA/BS in computer science or equivalent experience (Advanced Degree a plus).
• Strong verbal and written communications skills with prior experience in a customer facing role.
• Ability to multitask and prioritize with a goal of driving issues to closure.
• Knowledge and proficiency with Infrastructure as a service (IaaS) in a Public or Private Cloud environment. (Additional knowledge of Oracle PaaS/SaaS/DBaaS and other Oracle cloud products a plus).
  
  
  

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $107,100 - $251,600 per year. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
  
  
  

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40 years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling 1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employer