Oracle Fusion SWAT Team Director

Position Overview:

We are seeking an experienced and highly skilled Senior Oracle Fusion SWAT Team Member to join our elite team. The ideal candidate will have at least 15 years of industry experience, with a strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products. This role requires functional expertise in at least one area of Oracle Fusion and the ability to lead a team of experts dedicated to resolving complex customer issues and improving overall customer satisfaction.

Career Level - M4

Key Responsibilities:

• Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
• Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
• Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product area (e.g., Financials, HCM, SCM, CX) to address and resolve customer problems.
• Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction.
• Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
• Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
• Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
• Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.

 

Key Experience:

• Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
• Functional Expertise:** Proficiency in at least one area of Oracle Fusion SaaS (e.g., Financials, HCM, SCM, CX).
• Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.
• Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction.
• Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.

 

Education: 

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.

 

Work Environment:

• This position may require occasional travel to customer sites.
• Flexibility to work outside regular business hours to address urgent customer issues may be required.

 

Application Process:

Interested candidates should submit their resume and a cover letter detailing their relevant experience and why they are a strong fit for this role.

 

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 $120,100 to $251,600 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:
1. Medical, dental, and visio