Product Support Director

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. 

 

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