Job Description
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. 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.
As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).
Career Level - M2
Responsibilities
Oracle Cloud Infrastructure team is continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Operations team is responsible for making sure our customers receive prompt & informative answers that quickly solve any question or issue they have encountered. For those who want to lead others in a challenge, want to dive in deep and learn the technologies our products are built on, and want to lead the team that provides customers with the exact experience that you would expect in their shoes, this is the position for you.
Oracle’s extensive enterprise customer base is looking for rock solid cloud solutions that provide the same reliability and effectiveness that they have come to expect from Oracle. As a trusted Enterprise vendor, Oracle is in the early stages to provide highly cost effective Infrastructure and Application Cloud solutions to its customer base.
We are specifically looking for a Customer Operations Manager to join the Oracle Cloud Infrastructure group. You will be responsible for managing a team of customer focused Engineers with operations or support experience to build a world-first and best in class customer experience blending customer support, operations, engineering, and communication disciplines. The position will be responsible for the day to day activities of the customer operations team as well as management of customer issues, questions and assistance as they arise.
Job Responsibilities Include:
- Manage a team of customer focused engineers from a diverse set of technical, educational, and professional backgrounds.
- Have a data-driven mindset and passion focused on providing an exceptional customer experience.
- Work as part of our extended support team during escalations or high volume intervals in a startup atmosphere, doing whatever it takes to exceed customer expectations.
- Focus on operations/incidents & issues with an emphasis on resolving problems quickly and efficiently, sometimes with the assistance of service teams.
- Document key learnings and other relevant details as part of the support your team provides in order to create a feedback loop with senior leadership and service teams.
- Continually improve skills of your team through work experience, 1:1 meetings, goal identification and training.
- Coach and mentor personnel to ensure working efficiently and accurately in a team oriented professional culture that emphasizes the customer experience and putting customer’s first.
- Assess service request priority, escalating as necessary through the proper channels to resolve issues quickly, to help the team meet expected metrics and SLA’s.
- Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
- Prepare team performance evaluations and/or reports to identify areas of growth opportunity or improvements.
- Should have a passion for technical and troubleshooting complex customer problems with the ability to effectively communicate to other relevant teams.
- Meet or exceed team and company objectives as determined by senior leadership teams.
- Participate in an on call schedule as part of a 24/7 leadership rotation that includes days, nights, weekends, and/or holidays
Skills And Experience
- Bachelor’s degree or equivalent experience in Computer Science or technology related field
- 5+ years’ customer operations or support oriented experience
- 3+ years leading customer focused teams
- Customer experience obsession, passion for delighting customers and constantly improving
- Strong understanding of cloud concepts and platforms
- Proven ability to quickly learn new technical information, mentor and train others
- Excellent written and verbal communication skills with a comfort working with customers in person, by phone, or by email.
- Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills
- Cultural fit: You should embody core values of trust, passion, performance, professionalism, and respect.
Desired Skills:
- Ability to write and speak multiple languages
- Orientation with multiple coding languages
- Experience in networking: virtual private networks, load balancing, and public/private DNS
- Experience in edge services: web application firewalls, email delivery, and identity/security
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
