The Product Support Senior Manager will oversee regional responsibilities for  client support relationships.

Job Description:

• Lead strategy and ownership of multiple client relationships with a high degree of variability
• Manage an organizational or regional span of internal associates, and provide oversight and guidance as needed
• Deliver recurring reviews of client support metrics to organizational or regional executive leadership, recommending impact strategies
• Lead cross-functional collaboration with internal and external stakeholders to execute client vision, objectives, and strategy
• Manage complex client and associate matters
• Drive internal organizational initiatives
• Lead, direct and review the team’s work to achieve operational or functional targets or objectives with significant contribution towards the achievement of immediate and short-term results for the team, department and organization
• Establish and communicate team or department goals that support and advance team, department and organization objectives; establish metrics or other performance measures to track progress
• Influence diverse stakeholder groups and drive acceptance of policies, practices and procedures within broader area of responsibility
• Identify, propose and lead team and department level quality and process improvement initiatives; lead or influence strategic initiatives at the department-level and provide input on strategic initiatives for the organization
• Deliver consistent and timely training, guidance and feedback to encourage success and promote associate growth through regular developmental conversations and identification of developmental opportunities
• Own decision-making for staffing and performance decisions for direct reports
• Manage one or more teams 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 Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).