As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle Hospitality customer base while serving as an advocate for customer needs. 
As Global Director of  OGTS (Oracle Global Technical Services), you will be responsible for the execution and delivery of our vision: Customer Service Excellence.
Our vision is centered around customer experience, delivering high quality technical expertise and resolution in a fast-paced industry.

Tactical emphasis is on enhancing further the customer experience with support, quality management, productivity and developing our staff.
Key success factors include customer satisfaction, resolution time, agent productivity, service request and queue management, collaboration with other departments to achieve our GBU goals.
In addition, it is important for this position to provide career path and job growth for all employees.

Operational management 
•    Lead global support teams of managers and individual contributors, delivering customer service for our Hospitality customers
•    Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting. 
•    Execute Global Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Management/Strategy and develop teams to improve customer product satisfaction and ensure business continuity.
•    Act as an interface between the Accounts, the support teams and the operational departments where assistance/ escalation is required.
•    Ensure functional testing environments for all required platforms. 
•    Lead regular team meetings and 1:1 meetings, communicate company goals, team goals and define individual objectives.  Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.

Strategic Management
•    Assist next level manager in setting strategic departmental goals based on company objectives.
•    Work with next level manager to do gap analysis and resource planning.
•    Partner with next level management to work with global teams on projects and initiatives for process improvements increasing quality and productivity.
•    Develop cross-division training programs to strengthen knowledge within the global L2 application support teams.
•    Assist next level manager to develop guidelines and procedures to optimize operations. 

Customer Management
•    Committed to the delivery of outstanding service to customers.
•    Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue.  
•    Work with customers proactively through user group meetings or other outreach programs.

Employee Management
•    Prepare and deliver employee workplans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget.
•    Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans.  
•    Maintain high departmental morale and is focused on retaining talent.

Job Requirements
•    Masters degree (or technical equivalent) is required.
•    8+ years of demonstrated ability in a highly technical, post-sale role at a software company in either Customer Support or Professional Services.
•    6+ years of proven experience leading a revenue-generating, customer-facing support or professional services function or similar and in leadership of a multinational team.
•    Fluency in English.
•    Knowledge of our Oracle Hospitality applications.
•    Ability to lead by influence, promoting accountability across reporting relationships within Technical Services.

Special Skills
•    Proven communication, presentation and negotiation skills through previous interaction with customers and peers.
•    Proven track record in Performance Management and increased Customer Satisfaction.
•    Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals.
•    Strong experience in issue resolution, issue prioritization, customer management and technical account management.
•    Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams.
•    Excellent general IT skills and strong knowledge of current technologies.
•    Strong leadership abilities and proven success in coaching/mentoring managers and individual contributors.
•    Knowledge of the IT industry is essential.
•    Good knowledge of Oracle Hospitality applications is beneficial.
•    Past experience offering solutions and process improvement.

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. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Ability to influence thinking or gain acceptance of others in sensitive situations.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).