Oracle Director, North America Technical Services in Bozeman, Montana

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

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. Ability to influence thinking or gain acceptance of others in sensitive situations.

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.

Brief Description

As a member of the North America Systems Support Services organization, your focus is to lead a high performing team to deliver reactive and proactive technical escalation support to our internal and external customers. This is the

key senior-level leadership position driving the overall technical escalation posture for North America, ensuring situation containment and collapse in the shortest amount of time (with an extreme sense of urgency). Another key role for this leadership position is building partnerships and collaborating with other Oracle support organizations to establish a coordinated effort and unified approach to resolving technical escalations.

Detailed Description

  • Manages both Escalation Leads and Escalation/Ops Managers to ensure delivery of high-value Escalation Support for internal and external customers. Responsible to hire, staff, and train team members to ensure readiness to provide services to the organization (and Oracle as a whole).

  • Provides cross-organizational awareness of Escalation programs and services, to drive globally consistent access and support. Serves as liaison between other organizations when highly escalated issues cross multiple, functional domains.

Builds relationships internal and external to the organization to help facilitate rapid issue engagement and resolution.

  • Works with Global Operations to ensure Escalation Systems, Processes and Reporting are in alignment with North

America Region needs and expectations.

Job Requirements

  • Provides superior people-management to Escalation Leads, Operations Managers and matrixed team members

  • Oversees the management of Escalations/Engagements within the standard tool suites to ensure policy and process compliance

  • Reviews the creation of action and contingency plans; ensures that Technical Lead provides content to the action and contingency plans; ensures clear actions, owners, due dates, etc

  • Effectively facilitates internal and external conference calls; ensures correct participants are on the call and engaged on the issues; leads the call to achieve desired results and follow the set agenda

  • Provides Regional Status updates and Reviews regarding Escalations and their impact to our customers

  • Manages staff objectives and directives to ensure goal attainment for the individuals and team as a whole

  • Review and monitor Escalation Leads internal communication to Account teams, Executives, Customer Single Point of Contact, Technical Leads, and Product Leads, on all owned engagements

  • Produce executive-level communications (briefings, letters, E-mail, etc) with political awareness and savvy

  • Host and attend Regional & Global Review Calls to represent engagement(s) as needed

  • Provides coaching, mentoring and feedback regarding performance to expectations; Builds a Moments of Truth culture of high performance within the staff

  • Builds strong relationships and partnering with various lines-of-businesses and organizations within Oracle to ensure alignment and establishing best practice to meet and/or exceed customer expectations

  • Education and Experience

  • Four year degree or equivalent and 10-15 years of related experience in a customer service environment (computer

industry) solving unique and highly complex, technical escalation problems

  • Demonstrated ability to manage and lead diverse teams

  • Demonstrated ability to communicate at all levels of management with any organization

  • Demonstrated success in a service position that involves customer management

  • Experienced in negotiation and ability to influence others

  • Demonstrated ability to build and leverage relationships across multiple disciplines

  • Acknowledged as an expert in escalation procedures and disciplines of Systems Support Services

  • Professional Skills

  • Ability to operate at senior management level

  • Demonstrated ability to build and maintain relationships with key stakeholders

  • Deep experience in making key business decisions to resolve conflict within the business and externally with customers

  • Proven Leadership and Operational management capability

  • Excellent people management and leadership skills

  • Excellent communication and influencing skills

  • Deep team-building and mentoring skills

  • Demonstrated ability to work successfully and collaboratively in a matrixed and complex organization

  • A high level of verbal and written communication skills and proactive approach to escalation management

  • Extensive cross-discipline and technical skills

  • Experienced in following standard escalation processes while able to use own judgment and discretion to resolve issues

  • Ability to remain calm and focused under pressure

Job: *Support

Organization: *Oracle

Title: Director, North America Technical Services

Location: United States

Requisition ID: 190000X3