Oracle
Product Support Snr Director
Oracle, Orlando, Florida, us, 32885
As part of (ASE), Fusion Supply Chain (SCM) Cloud Support team is expanding to support our rapidly increasing customer base. We partner with Development, Product Strategy Cloud Operations, Customer Success, Oracle consulting and our customers worldwide to solve complex challenges daily. It’s a unique opportunity to be part of the future of Oracle SaaS Support for Oracle’s latest Fusion Supply Chain, Manufacturing, and Procurement Applications and help drive service delivery to benefit our customers, employees and the organization overall.As a Director / Senior Director, you will have direct responsibility for meeting the strategic, operational performance, utilization, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with several senior managers and their global teams, whose focus is to provide technical and functional support to our customers worldwide (during Implementation and post-production) and ultimately drive complete resolution of each service incident, while also serving as an advocate for customer needs. These teams typically operate in a fast-paced environment and involved in troubleshooting service incidents, both independently and in collaboration with Product Development (Fusion Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. In addition to operational responsibilities, this position will also be responsible for facilitating customer relationships and providing advice and assistance on diverse customer situations and escalated issues.Responsibilities
This position is based in our Orlando, FL Support Center and will be directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest - Managers/Sr Managers/Support professionals within Oracle SCM Cloud. You will be responsible for one or more functional areas within Oracle SCM Cloud & work closely with other Fusion Cloud support teams in the US, India, and Romania, to manage a flawless service delivery, to our global clientele. You will be responsible to manage global teams and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information and knowledge sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications. Our teams strive to be proactive, even predictive, using telemetry within our systems to monitor the entire fleet for patterns and problematic areas. This enables us to not only remediate potential issues before they become critical, we also proactively inform customers of any issues before anything can impact their business. We continuously gather sensor inputs and system feedback to ensure the quality of application updates and infrastructure changes. This approach allows us to accelerate service delivery while maintaining a world-class experience for our customers and their business users.EDUCATION, EXPERIENCE & SKILLS
Master’s degree (or equivalent experience) in related technical, functional, or professional domain (Computer Science, Mechanical, or Industrial Engineering, Supply Chain, Logistics etc). Other qualifications with adequate experience may be considered.Eight or more years of hands-on experience in software development, implementation, or technical support & services delivery.Six or more years of management experience in a fast paced Application Development or support environment preferred.Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred.Functional skills (preferred) in Supply Chain / Procurement / Manufacturing / Warehousing / Transportation applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc.Technical skills (preferred) in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL.Demonstrated record of success in customer engagements and strategic account management.Proven situation-management, escalation management skills including partner, customer and cross line-of-business collaboration.Thrive managing and growing customer relationships at the senior executive level.Ability to articulate and solve complex business and technical problems.Customer-Centric focus on high quality service, delivery, and retention.Passion for leading teams and providing mentorship and coaching.Excellent verbal and written communication skills.Highly logical, analytical, and innovative thinker.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: from $139,300 to $291,900 per annum. 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.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.
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This position is based in our Orlando, FL Support Center and will be directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest - Managers/Sr Managers/Support professionals within Oracle SCM Cloud. You will be responsible for one or more functional areas within Oracle SCM Cloud & work closely with other Fusion Cloud support teams in the US, India, and Romania, to manage a flawless service delivery, to our global clientele. You will be responsible to manage global teams and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information and knowledge sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications. Our teams strive to be proactive, even predictive, using telemetry within our systems to monitor the entire fleet for patterns and problematic areas. This enables us to not only remediate potential issues before they become critical, we also proactively inform customers of any issues before anything can impact their business. We continuously gather sensor inputs and system feedback to ensure the quality of application updates and infrastructure changes. This approach allows us to accelerate service delivery while maintaining a world-class experience for our customers and their business users.EDUCATION, EXPERIENCE & SKILLS
Master’s degree (or equivalent experience) in related technical, functional, or professional domain (Computer Science, Mechanical, or Industrial Engineering, Supply Chain, Logistics etc). Other qualifications with adequate experience may be considered.Eight or more years of hands-on experience in software development, implementation, or technical support & services delivery.Six or more years of management experience in a fast paced Application Development or support environment preferred.Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred.Functional skills (preferred) in Supply Chain / Procurement / Manufacturing / Warehousing / Transportation applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc.Technical skills (preferred) in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL.Demonstrated record of success in customer engagements and strategic account management.Proven situation-management, escalation management skills including partner, customer and cross line-of-business collaboration.Thrive managing and growing customer relationships at the senior executive level.Ability to articulate and solve complex business and technical problems.Customer-Centric focus on high quality service, delivery, and retention.Passion for leading teams and providing mentorship and coaching.Excellent verbal and written communication skills.Highly logical, analytical, and innovative thinker.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: from $139,300 to $291,900 per annum. 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.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.
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