Product Support Supervisor - Kansas City, MO

Product Support Supervisor – Oracle Health Support Services

Location: Kansas City, MO 

No visa sponsorship is available for this position.
 

As a Product Support Supervisor in the Oracle Health Support Services space, you will guide and inspire a team of System Engineers, Technical Solution Analysts, and Solution Architects dedicated to delivering exceptional client outcomes. In this role, you will be responsible for overseeing day-to-day operations, driving performance toward key objectives, and fostering a culture of collaboration, innovation, and continuous improvement. Your leadership will be instrumental in achieving operational goals, improving processes, and ensuring team success.

You will play a key role in recruiting, onboarding, and providing consistent training and development to empower team members to excel. With a deep understanding of Oracle Health solutions, you’ll lead efforts to optimize quality, streamline processes, and drive results. You will also act as a key communicator, ensuring alignment across the team by sharing policies, practices, and procedures that directly impact team performance.

Key Responsibilities:

• Team Leadership & Development:
  Lead a team of System Engineers, Technical Solution Analysts, and Solution Architects, providing coaching, mentorship, and timely feedback to foster individual and collective success.
  • Oversee day-to-day activities, ensuring that the team meets or exceeds operational targets.
  • Guide team members through continuous development with regular training and growth opportunities.
  • Contribute to staffing decisions and performance evaluations for team members.
• Operational Excellence:
  Plan and direct team workflows to meet client commitments, ensuring seamless operations within the AMS/SWx Tier 1, Tier 2, and Federal space, including Direct Care and Millennium Products and Services.
  • Develop and communicate clear performance goals for the team, ensuring alignment with broader departmental objectives.
  • Lead initiatives focused on process improvements and quality enhancements.
  • Responsible for delivering both Incident and Configuration support.
• Collaboration & Stakeholder Engagement:
  Effectively communicate key policies, practices, and procedures to stakeholders within the department, ensuring transparency and alignment across teams.
• Innovation & Continuous Improvement:
  Utilize your expertise in Oracle Cerner to identify and implement team-level improvements that elevate quality, efficiency, and client satisfaction.

Basic Qualifications:

• 5+ years of combined relevant work experience and education, including:
  • 1+ year of experience in customer service, call centers, hospitality, or technical support roles.
  • 4+ years of experience directly related to the responsibilities of this role, including leadership responsibilities.

Preferred Qualifications:

• 1+ year of experience in people management, matrix management, project management, or other indirect leadership roles.
• Bachelor's degree or equivalent relevant work experience.

Expectations:

• Flexibility to work additional or irregular hours as required.
• Adherence to corporate and organizational security policies, with a focus on safeguarding corporate and client assets.
• Ability to perform other responsibilities as assigned and contribute to the team’s broader success.

This is an exciting opportunity to lead a high-performing team, drive meaningful improvements, and make a real impact in the healthcare technology space. If you’re passionate about empowering others and delivering results, we want to hear from you!

Career Level - M1

Supervises a team of analysts to manage the operational performance goals. Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Responsible for ensuring the team delivers functional and technical solutions to customers. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Applies Oracle methodology, company procedures, and leading practices. Provides coaching, guidance and feedback to develop skills of team members and take corrective actions to address poor performers. Performs administrative duties such as approving timesheets and expenses.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational healt