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About the Role
This role involves managing a team focused on resolving service requests, overseeing customer service delivery, and acting as an escalation point for complex customer inquiries. The position requires monitoring incident management, reviewing escalated issues, and collaborating with cross-functional teams to ensure timely resolutions and improve customer support.
Responsibilities
- Manage a team resolving incoming service requests.
- Oversee customer service delivery operations.
- Serve as the point of escalation for difficult customer inquiries.
- Monitor the Incident Management process to address gaps in incident resolution.
- Review and ensure resolution of escalated service issues.
- Proactively identify recurring and potential issues.
- Manage cross-functional collaboration with technical leadership teams.
- Produce documentation and promote the expansion of the Knowledge Base.
- Coordinate the escalation of identified issues to QA and Development Teams.
- Drive collaboration on business problems with cross-functional teams.
- Coordinate support service improvement projects and proactive support initiatives.
- Partner with next-level management on product, process, and customer experience improvement initiatives.
- Monitor and evaluate key metrics to ensure team goals are met.
- Implement operational and procedural improvements within a team.
- Collaborate with internal teams to optimize and automate customer feedback and KPI analysis.
Requirements
- Serve as point of escalation for difficult customer inquiries.
- Monitor the Incident Management process within a team to address gaps in incident resolution.
- Review and ensure resolution of escalated service issues.
- Proactively identify recurring and potential issues.
- Manage cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution.
- Manage team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience.
- Coordinate the escalation of identified issues in products or infrastructure to QA and Development Teams for resolution.
- Drive collaboration with cross-functional teams on business problems.
- Coordinate support service improvement projects and proactive support initiatives.
- Partner with next-level management on product, process, and customer experience improvement initiatives.
- Monitor and evaluate key metrics to ensure team meets desired goals.
- Implement moderately complex operational and procedural improvements within a team.
- Collaborate with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
Skills
- Customer service delivery
- Incident management
- Problem-solving
- Cross-functional collaboration
- Documentation
- Knowledge Base management
- Process improvement
- Automation
- Data analysis
Benefits
- Flexible medical options
- Life insurance
- Retirement options
- Volunteer programs
About the Company
- Oracle brings together data, infrastructure, applications, and expertise to power industry innovations and life-saving care.
- Oracle embeds AI across its products and services to help customers build a better future.
- Oracle is a company leading the way in AI and cloud solutions that impact billions of lives.
Equal Opportunity
- Oracle is committed to growing a workforce that promotes opportunities for all.
- We encourage employees to give back to their communities through our volunteer programs.
- We are committed to including people with disabilities at all stages of the employment process.
- 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.