Oracle Product Support Sr. Manager in Bucharest, Romania
Product Support Sr. Manager
As a Senior Manager, you will have successfully led teams and managed direct reports in past assignments, in addition to having been an effective technical or professional contributor. In this role, you will be responsible for one or more functional areas within E-Business Suite Financials Payables global team.
Job Responsibilities include:
Manage daily support operations and be a leader to a team of (10-20) engineers to deliver high touch service to our customers.
Mentor employees through documented feedback, regularly scheduled 1-1 conversations and active involvement and monitoring of their work.
Handle customer escalation requests with a partnership mentality, and defuse critical situations with the intent to retain/increase their footprint with Oracle.
Participate in operational & strategic discussions up and across the global management team; share new ideas & suggestions for continual improvement.
Lead and inspire managers and engineers during Project and Program related activities targeted to increase overall Support efficiency and improve the customer service experience.
Bachelor of Science in Management or IT (or technical equivalent) is required. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).
Example of Duties:
Establishes and communicates departmental objectives and implements plans to assure attainment
Translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan; routinely coaches first line managers to maximize performance
Carefully prepares and presents employee, 1-1's, work plans and performance appraisals in detail and on time
Jointly develops and implements an employee development plan for each team member
Rapidly responds to resolve critical “customer” situations decisively, redirecting resources as needed, Maintains high departmental morale and retains team members
Recommends tactical strategies and improvement ideas to peers and senior management
Ensures proper utilization of resources, including resource readiness (i.e., hiring and training) and provides justification for additional resource requests
Develops and implements operating model and consistent business practices including workflow, scheduling and coverage models for area(s) of responsibility
Develops a business plan for each area and ensures high quality in the attainment of deliverables and KPI’s
Total commitment to the delivery of outstanding support and service to all customers
Convenes and motivates cross-functional task forces to improve quality and productivity
Knowledge and Skills :
- In-depth knowledge of products/platforms and their uses in other professional areas managed
Exceptional motivational and leadership skills
Excellent situation-management skills
Strong analytical skills
Self-motivated & high energy
Possesses a high level of Professional Maturity, understands how a business functions and can deal with the intricacies involved in managing people
Successfully implements change by dealing with resistance effectively
Strong listening skills
Excellent (verbal & written) communication skills
Active contributor in weekly staff meetings & regional meetings
Capable of managing several high level priorities simultaneously without reducing quality
Capable of presenting technical information clearly and concisely to a variety of audiences (internal & external)
Highly skilled at problem-solving / troubleshooting methodology
Proactive, well organized and a thorough planner
Effective as a team member both within and outside immediate line of business
Strong business understanding as well as clear understanding of the impact of internal decisions on the support organization and company as a whole
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 Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.
Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three 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 complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire