Oracle

Practice Management - Director

Oracle

September 14, 2021


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. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
Specific Requirements
  • BA/BS degree or equivalent experience; Computer Science or Math background preferred
  • 15+ years of IT consulting/management experience, with IT Transformation experience in customer-facing roles
  • Experience managing and delivering enterprise IT projects
  • 5+ years leading (Product, Technology, Engineering) delivery teams
  • Experience growing and developing a software service organization to support scaling business needs. Experience in managing an organization of several hundred employees.
  • Hands on working experience in dealing with recruitment partners and vendors.
  • Strong experience with making data driven decisions in a complex and ambiguous environment
  • Global expertise in creating, implementing and scaling recruiting process, systems and talent pipelines
  • Possess deep talent and tech recruiting experience & working knowledge of broader Human Resources functional areas
  • Be a strong and inspirational leader who can partner with key clients to find win-win solutions
  • Show experience in a complex business and the ability to work in a matrix organization
  • Possess the personal qualities and professional experience to quickly gain credibility across the organization
  • Motivate and guide people to achieve near and long term outcomes
  • Possess strong stakeholder management skills including the ability to effectively consult, negotiate, resolve conflict and influence change
  • Possess strong leadership and coaching skills, and demonstrated evidence of managing team performance

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. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).
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. Ability to influence thinking or gain acceptance of others in sensitive situations.
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.