Product Support Manager Oracle Health US shift

Were on a journey to advance how health happens with technologies that empower patients support clinicians inspire innovation and save lives. Our mission To create a human-centric healthcare experience powered by unified global data. Its a big challenge but big challenges are what we do best. Were already transforming major healthcare organizations helping them turn data into lifesaving decisions and better patient care. We want people just as dedicated as we are to improving health equity and delivering quality care across the globe. If youre excited about making healthcare more human youve come to the right place.

As a Manager in the Patient/Consumer Support space you will lead a team of analysts that supply phone chat and ticket support to patients using the Oracle Health Patient Portal this role your responsibilities will include hiring onboarding planning and directing the teams day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department. As well as communicate policies practices and procedures within the immediate area of responsibility to stakeholders within the department. Utilizing your knowledge of ideal outputs for Oracle Health you will identify and lead team-level quality and process improvement initiatives. Leadership aspects include consistent and timely training guidance and feedback to encourage associate success providing input on staffing and performance decisions for direct reports and overall supervision of associates on your team.

Your responsibilities will include providing technical and functional leadership to your team and business. You will be responsible for driving the teams high quality support delivery via queue management and internal quality auditing of tickets and phone calls. Additionally you will use your knowledge and skills to develop team members to achieve individual and team goals. You will communicate and implement plans for the team to deliver on operational targets and position is considered Flex and in-office presence is expected generally 1x per week.

What youll be doing:

• Managing and supporting a team handling customer/patient service requests and incidents
• Ensuring all support work is properly handled documented and escalated when necessary
• Maintaining quality standards for team and meeting customer SLAs
• Acting as an escalation point for complex issues
• Reviewing team performance and guiding them towards clear objectives

Basic Qualifications
At least 5 years total combined related work experience and completed higher education including:

• At least 1 year of people management in customer service call center hospitality and/or technical support work experience
• At least 4 years additional work experience directly related to the duties of the job and/or completed higher education

Preferred Qualifications
Experience in IT Service Management systems such as Service Now and Contact Center Solutions

Career Level - M2