Oracle Commerce Cloud Support Director

"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 Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success.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. Masters Degree (or technical equivalent) in a related technical or professional area. In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager.*This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.**Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.**Commerce Cloud Product Support Director*We are seeking a global director, leading a team of highly experienced support organization of managers and senior level support engineers. The person may manage remote employees well. 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 of our*Oracle Commerce Cloud (OCC).*As 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.Oracle CX Cloud Customer Support group is looking for a Director, Customer Support for their global OCC team, however the position will be based in the US. As a Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success.The successful candidate, should have a passion for delivering superior customer service, has strong analytical and communication skills, innovation, team building and talent developing. You must be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a customer service role.*Role Summary:**Operational management** Manage a team of managers and individual contributors* Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility* Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve skillset; knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity* Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives* Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired business and operational goals*Strategic Management** Assist in setting strategic departmental goals based on company objectives* Perform gap analysis and resource planning* Partner with peers, other line-of-business and global teams on projects and initiatives for process improvements increasing quality service and productivity.*Customer Management** Committed to the delivery of outstanding service to customers.* Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue* Work with customers proactively through user group meetings or other outreach programs*Employee management** Prepare and deliver employee work plans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget* Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans* Maintain high departmental morale and is focused on retaining talent*Special Skills** Proven communication, presentation and negotiation skills through previous interaction with customers and peers* Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals* Strong leadership abilities and proven success in coaching and mentoring individual contributors* Past experience offering solutions and process improvement* Familiar with CX Suite offerings and Commerce Cloud Products and Technology* Highly committed individual, with passion and desire for team success*About the Candidate / Job Requirements*The ideal candidate brings a wealth of experience and knowledge in developing and executing strategies while leading organizations through high growth. 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. In addition, this person should possess:* Masters degree (or technical equivalent) in a related technical or professional area.* In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager* Experience of working with both on-premise and cloud systems with a particular focus on server consolidation and cloud migration* Experience of working with both on-premise and cloud systems with a particular focus on server consolidation and cloud migration. Experience with CX Suite and in particular Commerce Cloud is an advantageAbility to effectively operate in a highly matrixed organization, influencing decision making, collaborating with Board members as well as various leaders in related companies**Job:** **Support***Organization:** **Oracle***Title:** *Oracle Commerce Cloud Support Director***Location:** *United States***Requisition ID:** *21000FPT*"