Senior Manager, Escalation Management

The Oracle Cloud Infrastructure (OCI) Executive Escalations team is seeking accomplished and passionate individuals to lead a team of Executive Escalation Managers that drive and evolve our customers’ cloud journey.

Are you a leader that to knows how the end-to-end cloud infrastructure works? Are you passionate about making customers successful? Are you willing to lead a team of Executive Escalation Managers that are customer advocates who enjoys building and establishing strong relationships and credibility? Are you excited about diving in and resolving customer issues, and willing to engage directly with Executives in high-profile situations? 

 

We are looking for a Leader of Escalation Managers that lead and manage complex customer issues and situations.  The ideal candidate will have proven ability to communicate effectively in high-pressure situations, work on and lead cross-functional teams such as Support and Operations, Consulting, Engineering and Product Management. S/he is a forward-thinking problem solver with a solutions-oriented mindset and with a potential to deeply understand the impact of technical challenges. In addition, s/he has strong communication skills to clearly articulate high-level technical solutions and drive technical decisions to solve challenging technical and business problems. 

 

As an a Senior Manager of Escalations Managers, you will lead the team bringing business critical product issues to resolution and channel customers back to normal Support stream. The team strives to provide the highest level of customer support and satisfaction through collaborating with service teams from multiple Oracle lines of business in resolving product related issues that have a significant business impact on cloud customers.

Career Level - M3

Roles and Responsibilities:

• Manage a diverse team of Executive Escalation Managers; coaching, mentoring, and leading the team while providing opportunities for career growth
• Drive the team to deliver communication to customers and other teams within Oracle during critical incidents.
• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
• Lead and work as a member of a global team. Be able & willing to assist in work originating in other regions
• Engage and lead cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations. 
• Manage timelines and resource engagement to drive resolution to critical/challenging customer issues in a cross-functional environment 
• Track and communicate status and resolution to all customer and Oracle stakeholders in a factual, professional, timely and consistent manner. 
• Primary shift = US Pacific Time, rotational shift work, including some holidays and weekends.
• Technical aptitude sufficient to obtain OCI certification(s) as requested/required.
• Ability to communicate verbally and in writing, complex ideas and topics to multiple audiences at the appropriate depth for each.

Preferred Qualifications:

• Experience leading a team in a global organition
• Experience in customer engagement and customer-facing service delivery and/or incident management roles. 
• BA/BS in computer science or equivalent experience (Advanced Degree a plus). 
• Strong verbal and written communications skills with prior experience in a customer facing role. 
• Ability to multitask and prioritize with a goal of driving issues to closure.
• Knowledge and proficiency with Infrastructure as a service (IaaS) in a Public or Private Cloud environment. (Additional knowledge of Oracle PaaS/SaaS/DBaaS and other Oracle cloud products a plus).

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 in USD from: $107,100 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 vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Empl