Job Description
As part of (ASE), Fusion Supply Chain (SCM) Cloud Support team is expanding to support our rapidly increasing customer base. We partner with Development, Product Strategy Cloud Operations, Customer Success, Oracle consulting and our customers worldwide to solve complex challenges daily. It's a unique opportunity to be part of the future of Oracle SaaS Support for Oracle's latest Fusion Supply Chain, Manufacturing, and Procurement Applications and help drive service delivery to benefit our customers, employees and the organization overall.
As a Director / Senior Director, you will have direct responsibility for meeting the strategic, operational performance, utilization, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with several senior managers and their global teams, whose focus is to provide technical and functional support to our customers worldwide (during Implementation and post-production) and ultimately drive complete resolution of each service incident, while also serving as an advocate for customer needs. These teams typically operate in a fast-paced environment and involved in troubleshooting service incidents, both independently and in collaboration with Product Development (Fusion Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. In addition to operational responsibilities, this position will also be responsible for facilitating customer relationships and providing advice and assistance on diverse customer situations and escalated issues.
Responsibilities
This position can be remote, or based in either our Colorado Springs, or Orlando, FL Support Center and will be directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest - Managers/Sr Managers/Support professionals within Oracle SCM Cloud. You will be responsible for one or more functional areas within Oracle SCM Cloud & work closely with other Fusion Cloud support teams in the US, India, and Romania, to manage a flawless service delivery, to our global clientele. You will be responsible to manage global teams and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information and knowledge sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications. Our teams strive to be proactive, even predictive, using telemetry within our systems to monitor the entire fleet for patterns and problematic areas. This enables us to not only remediate potential issues before they become critical, we also proactively inform customers of any issues before anything can impact their business. We continuously gather sensor inputs and system feedback to ensure the quality of application updates and infrastructure changes. This approach allows us to accelerate service delivery while maintaining a world-class experience for our customers and their business users.
EDUCATION, EXPERIENCE & SKILLS
Master's degree (or equivalent experience) in related technical, functional, or professional domain (Computer Science, Mechanical, or Industrial Engineering, Supply Chain, Logistics etc). Other qualifications with adequate experience may be considered.
Eight or more years of hands-on experience in software development, implementation, or technical support & services delivery
Six or more years of management experience in a fast-paced Application Development or support environment preferred
Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred
Functional skills (preferred) in Supply Chain / Procurement / Manufacturing / Warehousing / Transportation applications - Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc
Technical skills (preferred) in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL
Demonstrated record of success in customer engagements and strategic account management
Proven situation-management, escalation management skills including partner, customer and cross line-of-business collaboration
Thrive managing and growing customer relationships at the senior executive level
Ability to articulate and solve complex business and technical problems
Customer-Centric focus on high quality service, delivery, and retention
Passion for leading teams and providing mentorship and coaching
Excellent verbal and written communication skills
Highly logical, analytical, and innovative thinker
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: $139,400 to $291,800 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:
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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - M5
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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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.
