Job Information
Oracle Product Support Director in Santa Clara, California
Job Description
As part of Application Service Excellence (ASE) SaaS Support, the Enterprise Performance Management (EPM) Support Team is growing to support our increasing customer base and reimagine the customer experience as we deliver a delightful customer experience across the portfolio and guide our customers on their successful cloud journey. It is an outstanding opportunity to be a part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall.
To help achieve this vision, the Director of EPM Cloud is a passionate and transformational support leader who thrives in a multifaceted high growth environment. In this role, you will have the opportunity to influence stakeholders and other support leaders, work across organizational boundaries, demonstrate leadership, communication and people management skills. You will be responsible for leading a team of Application Support Engineers and managers globally, whose focus is to provide technical and functional support to our global customer base during the implementation phase as well as production environments. The ideal candidate for this role should have extensive leadership experience, be highly customer focused and have an innovative approach to build new, effective solutions and simplify how we work. This candidate would also have a comprehensive understanding of budgeting, forecasting, planning, consolidation and reporting processes, along with their practical application in solving business challenges. We are looking for someone who can think critically, iterate, and provide outstanding thought leadership and partner across the teams to inspire change.
This is a great time to join the EPM Service Excellence Team, as EPM is position as a Leader in both the Magic Quadrant for Financial Close and Consolidation Solution as well as the Magic Quadrant for Financial Planning Software. This dual recognition validates our laser-focus on customer success and innovation strategy, especially in technologies such as AI/ML, data science, and predictive analytics, and a great opportunity to be a part of this continued journey.
Responsibilities
Operational Management
Lead a team of individual contributors and managers
Lead regular team and direct report meetings; communicate organizational goals, team goals and individual objectives to management teams
Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals
Build and maintain relationships and provide input into Product Management and Development teams to improve customer product satisfaction and ensures business continuity
Partner with next level managers to drive collaboration with global teams on projects and initiatives for process improvements increasing quality and productivity
Customer Management
Meet with customers to better understand service issues and proactively develop better service delivery plans and identify product improvements in collaboration with product management and development.
Respond to critical customer situations significantly, coordinate with managers to redirect resources as necessary; retain ownership of critical customer issues until final resolution.
Employee Management
Prepare and deliver employee work plans 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.
Obtain team feedback to develop process improvement plans to improve productivity
Focus on succession planning and the development of support managers’ leadership capabilities. Encourage employees to self-develop strengths and technical skills through career planning, coaching, training and creation of applicable development plans.
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. Masters Degree (or technical equivalent) in a related technical or professional area. In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager.
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 $109,100 to $223,500 per annum. May be eligible for bonus and equity.
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
Supplemental life insurance (Employee/Spouse/Child)
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
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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