Job Description

Director, Global Customer Support - Austin, TX or Orlando, FL

Location: Hybrid, with weekly on-site presence in either Austin, TX or Orlando, FL

Help Desk Hours: Typically 6 am - 11 pm ET, including weekends and holidays; availability for emergent situations required

Role Overview:

Are you energized by the challenge of managing high-volume, highly skilled support teams? Do you excel at training your managers to deliver customer service with both empathy and technical expertise? As the Director of Global Customer Support for Top Accounts, you will lead a dedicated team to provide exceptional support for clients using Oracle’s SaaS Hospitality tools. Your role will be essential in meeting SLAs, enhancing customer satisfaction, and collaborating cross-functionally to drive product improvements.

What We Are Looking For:

• Experience: Proven experience in managing high-volume support teams, preferably within the SaaS or hospitality industry. Strong track record of leading and developing managers and technical teams.

• Customer & SLA Management: Demonstrated ability to handle large, strategic accounts and meet SLA targets consistently.

• Cross-Functional Skills: Experience working cross-functionally to enhance product performance and address customer needs.

• Mentorship & Innovation: Strong capabilities in mentoring team members and driving continuous improvement and innovation.

• Communication & Negotiation: Excellent negotiation, interpersonal, written, and oral communication skills. Ability to influence policy and manage complex situations effectively.

• Availability: Flexibility to work within help desk hours and availability for emergent situations outside of standard hours.

What We Like to See:

• Industry Experience: Experience in the hospitality software or SaaS industry is highly desirable.

• Leadership: Demonstrated ability to lead and develop managers and teams in a Director-level support role, ideally with 8-10+ years of experience.

• Customer Management: Experience managing support teams that handle large, strategic customers.

• Efficiency Improvement: Proven track record of collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.

• Coaching Skills: Excellent coaching abilities with experience mentoring early-career professionals considered a plus.

• Communication Skills: Strong negotiation, interpersonal, written, oral communication, and presentation skills are required.

• Problem-Solving: A proactive problem solver with a focus on finding solutions and driving results.

• Education: Bachelor’s degree in Information Technology, Computer Science, Management Information Systems (MIS), Management, or a related field is preferred.

Career Level - M4

Responsibilities

Key Responsibilities:

• Leadership & Management: Lead and mentor a team of front-line managers and technical engineers to deliver world-class support. Foster an environment where empathy and technical proficiency are prioritized.

• SLA Accountability: Ensure all service level agreements (SLAs) are met or exceeded. Develop strategies to maintain high performance and promptly address any service issues.

• Customer Satisfaction: Drive initiatives to continually improve and maintain high levels of customer satisfaction. Implement robust mentorship, continuous improvement, and innovation programs.

• Cross-Functional Collaboration: Work with internal teams to identify and address product issues, contributing to product enhancements and innovations.

• Operational Excellence: Direct and oversee the implementation of operational policies through subordinate managers. Ensure consistency and best practices in support operations.

• Executive Interaction: Engage with executive management both internally and externally to negotiate and resolve complex issues, influencing policy and strategic decisions.

What We Offer:

• Impactful Role: Lead and shape global support practices for top accounts using Oracle’s cutting-edge SaaS Hospitality tools.

• Hybrid Work Environment: Balance between remote work and weekly on-site presence in Austin, TX or Orlando, FL.

• Competitive Compensation: Comprehensive benefits and competitive salary package.

If you are passionate about leading high-performance teams and delivering exceptional support in a dynamic environment, we invite you to apply and join our team!

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $139,300 to $291,900 per annum. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer