Oracle Product Support Sr. Manager in Denver, Colorado

Product Support Sr. Manager

Preferred Qualifications

Primary Focus:

Product Support Sr. Manager is a position responsible for delivery of departmental results through successful direction and management of a team or staff. Assures the highest level of customer satisfaction.

Distinguishing Characteristics:

Knowledge of Warehouse Management is preferred and an understanding of Cloud support is a plus. A significant component of the position will entail gaining knowledge of policies affecting staff and in development of effective management skills. The Manager will interact frequently with customers and other managers. The team is likely to be comprised primarily of technical or other professionals.

Example of Duties:

  • Establishes and communicates departmental objectives and implements plans to assure attainment of goals

  • Translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan

  • Carefully prepares and presents employee performance appraisals on time

  • Attends required management development/training programs

  • Jointly develops and implements an employee development plan for each team member

  • Recommends strategies and improvement ideas to senior management

  • Makes recommendations for employee actions (hiring, promotion, transfer, compensation, discipline)

  • Ensures proper utilization of resources and provides justification for additional resource requests

  • Conducts technical presentations concerning products, project schedules, etc.

  • Presents quarterly departmental performance against plan at senior management operations review

  • Maintains high departmental morale and retains team members

  • Routinely coaches employees to assure understanding of tasks and to maximize team performance

Knowledge and Skills:

Technical:

  • In-depth working knowledge of products/platforms and their uses or of other professional areas managed

Professional:

  • Able to motivate team to achieve and sustain high performance

  • Excellent communication and listening skills

  • Able to provide leadership and direction to a technical or professional team

  • Effective as a team member/leader both within and outside the support organization

  • Maintains effectiveness in environment with shifting priorities and high pressure

  • Proactive, well-organized, and a thorough planner

  • Knowledge of the support organization and the impact of internal decisions

  • Demonstrates good problem-solving skills and ability to lead others to find appropriate solutions

  • Good analytical skills

  • Demonstrates good judgment in the balancing of customer, employee, and company objectives

Qualifications:

  • BS (or technical equivalent) is preferred.

  • Typically has five or more years of technical or professional experience in addition to five or more years of experience in a management or other leadership role (preferably in a support environment).

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).

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).

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.

Job: Support

Location: US-Colorado

Job Type: Regular Employee Hire

Organization: Oracle