Sr. Director of Customer Support over Oracle Integration Cloud Services (JoinOCI-Leadership)

"**Sr. Director of Customer Support over Oracle Integration Cloud Services (JoinOCI-Leadership)****Preferred Qualifications**Sr. Director of Customer Support, Oracle Integration Cloud ServiceWe are the **_Oracle Integration Cloud team_** _, providing an industry leading Integration Platform as a Service (iPaaS)_ . Our mission is to enable customers to accomplish digital transformations by automating their business processes in the cloud. With thousands of customers, some of the biggest in the world, we process 100Ms of mission critical transactions daily through our service and are growing at an amazing pace. We are like a start-up inside a large company with a big charter and lot of creative freedom. We have assembled some of the smartest people in the industry and are growing this team.Learn more about us here: https://cloud.oracle.com/integrationWe are looking for an experienced leader to shape the evolving customer experience and support strategies. We are a highly customer success driven organization. Everything starts with the customer and the customer support organization is key to enabling customers to be successful using our low coding tools and platform to automate their business processes. The ideal candidate brings a rich blend of customer focus, execution skills and technical background. If you are a passionate, energetic and innovative support leader who has the experience and the commitment to provide an outstanding experience to cloud based enterprise customers, then this could be a great match!The **Sr. Director of Customer Support** _drives and manages a global team of customer support engineers, escalation specialists and incident managers._ We have a strong cloud native culture, being part of the **Oracle Cloud Infrastructure (OCI)** organization. You will work closely with product development, SRE, product management, sales and professional services teams in a tight loop to continually help to improve our ability to serve our customers. We are looking for an ambitious self-starter who is accountable for driving the support strategy and positioning the team for growth and further success. You will own the overall KPIs for the organization and show continuous improvement by driving a metrics-oriented culture.**Responsibilities and Qualifications:*** **Set the overall vision and plan for the customer support team** , focusing on overall customer satisfaction, ability for the customer to self-help and improving time to resolution.* **Own escalated support issues. Formalize processes for incident management and escalation ensuring that production blocking issues are resolved rapidly.**** Define and manage the KPIs for the organization. Focus on continuous improvement of the team performance and customer satisfaction by continually monitoring these key metrics.*** **Identify technical issues, suggest product enhancements, and communicate them internally and externally.*** Participate in the product development processes to influence investment and ensure support alignment and readiness.* **Drive process and tooling improvements needed to provide the best possible support service** . Work with other support leaders in the OCI organization to align and standardize support practices and SLAs to ensure that customers experience a unified Oracle support offering.* Provide executive management with regular status reports and escalation management of any product problems or potential service problems.* Build and lead a world-class team by recruiting high performing individuals. Provide a career framework to allow for individuals to grow within the organization.* Lead a culture of trust, transparency, and professionalism setting a tone of grace under pressure. We react to unexpected situations by remaining calm and recognize that learning from our failures is part of our path to success.* Strong written and verbal communication skills, comfort interacting with customers, executives, and a variety of technical and non-technical stakeholders.* A strong cross-organizational collaboration focus. Ability to build relationships with peers in the product development, SRE, product management, sales, professional services and other Oracle operations and support organizations.* **8 years leading customer-facing technical support teams with a commitment to providing superior customer experiences.*** **10 years of enterprise software experience. The ideal candidate will have strong technical skills and experience with SaaS or PaaS products as well as experience working with customer software developers.**+ _Ideally candidate will come from a development or have been a leader over development in their past who then transitioned into support._* **Experience managing international support teams and working with a diverse global customer base** .* Bachelor's degree in computer science, business or equivalent discipline.* Domain expertise in DevOps, SRE, IT/Ops is highly desirable but not required.* Familiarity with enterprise integration, SaaS/PaaS use cases, and cloud-native practices and methodologies a plus.**_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._****Detailed Description and Job Requirements**Manage a team that designs, develops, troubleshoots and debugs software programs for databases, applications, tools, networks etc.As a Senior Director of the software engineering division, you will apply your extensive knowledge of software architecture to manage software development tasks associated with developing, debugging or designing software applications, operating systems and databases according to current and future design specifications. Build enhancements within an existing software architecture and envision improvements to the architecture.Directs and ensures the implementation of operational policies through subordinate managers Interacts internally and externally with executive management involving negotiation of difficult matters to influence policy. Functional expertise and broad company knowledge. Demonstrated leadership and people management skills. Strong communication skills, analytical skills, thorough understanding of product development. BS or MS degree or equivalent experience relevant to functional area. 8 or more years of software engineering or related experience.**Job:** Product Development**Location:** US-CA,California-Redwood City**Other Locations:** US-WA,Washington-Seattle**Job Type:** Regular Employee Hire**Organization:** Oracle"