Job Description
U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.
Preferred Hub Locations
Candidates should preferably be based near one of the following Oracle Health support hubs and be comfortable with in-office expectations:
Orlando, FL
Kansas City, MO
Nashville, TN
Supervisor, Customer Service - Global Shared Support Services
As a Supervisor, Customer Service, within Oracle Health's Global Shared Support Services organization, you will lead a key function of the Federal Support team through collaboration with internal and external stakeholders. This role is responsible for managing complex client and associate matters, driving organizational initiatives, and leading teams to achieve operational and functional objectives within a fast-paced support environment.
Position Overview
As a first-level supervisor within Oracle Health Federal Support, you will lead a team of technical and professional support associates while contributing operationally and strategically across the organization. This role interacts frequently with customers, leaders, and cross-functional teams to ensure successful support delivery, operational performance, and client satisfaction.
The Oracle Health Federal Support Team is seeking a U.S.-based Supervisor, Customer Service, to support federal healthcare clients and internal Oracle Health stakeholders. This role reports to a Senior Manager and offers visibility across executive leadership and support operations.
Responsibilities
Key Responsibilities
Employee Management
Prepare and deliver employee work plans and development plans
Conduct performance reviews and communicate compensation, recognition, and development opportunities
Approve employee time off, overtime, timecards, and expense reports in accordance with HR policies and labor requirements
Support employee growth through coaching, training, and career development planning
Maintain strong team morale and focus on talent retention
Track and improve team skill development and knowledge growth
Operational Management
Lead and support a team of Technical Support professionals
Ensure proper resource utilization, including recruiting, onboarding, and training
Drive execution against organizational goals and contractual client commitments
Engage directly with internal and external clients to support operational success
Monitor team metrics and performance to ensure alignment with business objectives
Communicate company goals, team priorities, and individual objectives clearly and effectively
Develop and deliver presentations that inform, influence, and drive organizational decisions
Champion innovation, operational improvements, and creative problem-solving initiatives
Manage escalated customer concerns and maintain ownership through resolution
Process Management
Serve as a subject matter expert for support processes and operational workflows
Promote process improvement initiatives focused on operational efficiency and reduced customer resolution times
Support a culture of innovation, collaboration, and continuous improvement
Required Qualifications
Ability to obtain and maintain a Public Trust clearance
Minimum of 4 years of combined related work experience and completed higher education, including:
At least 2 years of product or technical support experience
At least 1 year of supervisory experience within an IT support environment (formal or strong informal leadership experience accepted)
Experience supporting Oracle Health products
Strong motivation to drive operational and customer outcomes
Ability to succeed in a fast-paced, results-oriented environment
Preferred Qualifications
4+ years of product or technical support experience
1+ year of formal people management experience
Bachelor's degree or equivalent relevant work experience
Experience with:
Troubleshooting and technical support
Incident Management
Change Management
Problem Management
Service KPI tracking and operational metrics
Client-facing support environments
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $62,600 to $132,400 per annum. May be eligible for bonus and equity.
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 - M1
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.
