Oracle Product Support Manager in Bucharest, Romania
Product Support Manager
Oracle Cloud Infrastructure team
is continuing our fast-paced growth, bringing on new customers around the
world daily. Our Customer Operations team is responsible for making sure
our customers receive prompt & informative answers that quickly solve any
question or issue they have encountered. For those who want to lead
others in a challenge, want to dive in deep and learn the technologies our
products are built on, and want to lead the team that provides customers with
the exact experience that you would expect in their shoes, this is the position
Oracle’s extensive enterprise
customer base is looking for rock solid cloud solutions that provide the same
reliability and effectiveness that they have come to expect from Oracle. As a
trusted Enterprise vendor, Oracle is in the early stages to provide highly cost
effective Infrastructure and Application Cloud solutions to its customer base.
We are specifically looking for a
Customer Operations Manager to join the Oracle Cloud Infrastructure group. You
will be responsible for managing a team of customer focused Engineers with
operations or support experience to build a world-first and best in class
customer experience blending customer support, operations, engineering, and
communication disciplines. The position will be responsible for the day
to day activities of the customer operations team as well as management of
customer issues, questions and assistance as they arise.
Job Responsibilities Include:
- Manage a team of customer focused
engineers from a diverse set of technical, educational, and professional
- Have a data-driven mindset and
passion focused on providing an exceptional customer experience.
- Work as part of our extended
support team during escalations or high volume intervals in a startup
atmosphere, doing whatever it takes to exceed customer expectations.
- Focus on operations/incidents
& issues with an emphasis on resolving problems quickly and efficiently,
sometimes with the assistance of service teams.
- Document key learnings and other
relevant details as part of the support your team provides in order to create a
feedback loop with senior leadership and service teams.
- Continually improve skills of your
team through work experience, 1:1 meetings, goal identification and training.
- Coach and mentor personnel to
ensure working efficiently and accurately in a team oriented professional
culture that emphasizes the customer experience and putting customer’s first.
- Assess service request priority,
escalating as necessary through the proper channels to resolve issues quickly,
to help the team meet expected metrics and SLA’s.
- Maintain the highest level of
confidentiality and security regarding our customers' accounts, assigned
company equipment, and company systems.
- Prepare team performance
evaluations and/or reports to identify areas of growth opportunity or
- Should have a passion
for technical and troubleshooting complex customer problems
with the ability to effectively communicate to other relevant teams.
- Meet or exceed team and company
objectives as determined by senior leadership teams.
- Participate in an on call schedule
as part of a 24/7 leadership rotation that includes days,
nights, weekends, and/or holidays
Skills and Experience
- Bachelor’s degree or equivalent
experience in Computer Science or technology related field
- 5 years’ customer operations or
support oriented experience
- 3 years leading customer focused
- Customer experience obsession,
passion for delighting customers and constantly improving
- Strong understanding of cloud
concepts and platforms
- Proven ability to quickly learn
new technical information, mentor and train others
- Excellent written and verbal
communication skills with a comfort working with customers in person, by phone,
or by email.
- Maturity, judgment,
negotiation/influence skills, analytical skills, and leadership skills
- Cultural fit: You should embody
core values of trust, passion, performance, professionalism, and respect.
- Ability to write and speak multiple
- Orientation with multiple coding
- Experience in networking: virtual
private networks, load balancing, and public/private DNS
- Experience in edge services: web
application firewalls, email delivery, and identity/security
Detailed Description and Job Requirements
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. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire
- Oracle Jobs