The Product Support Manager will manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance.

Job Description:

• Direct the day-to-day operations of associates assigned to support of specific software, hardware or system solutions
• Ensure all phases of support are properly coordinated, scheduled, monitored, tracked, escalated and resolved
• Prioritize and schedule work, allocate resources, monitor progress, and support change management efforts
• Ensure support efforts meet quality standards, promote client satisfaction, and adhere to service level agreements
• Act as a resource for questions or issues, and serve as an escalation point for resolving complex issues or situations
• Manage workflow and reporting relationships to obtain optimum effectiveness
• Coordinate cross-functionally to ensure seamless execution of processes and resolution of issues
• Lead, direct and review the team’s work to achieve operational or functional targets or objectives with measurable contribution towards the achievement of immediate and short-term results for the team and department
• Establish and communicate team goals that support and advance team and department objectives; establish metrics or other performance measures to track progress
• Understand and explain policies, practices and procedures within immediate area of responsibility to stakeholders within and outside of the team
• Identify, propose and lead team- and department-level quality and process improvement initiatives; participate and provide input on strategic initiatives at the department-level
• Deliver consistent and timely training, guidance and feedback to encourage and promote associate success and growth through regular developmental conversations and identification of developmental opportunities
• Provide primary input and recommendations on staffing and performance decisions for direct reports
• Manage a team of associates

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).