Supervisor, Customer Service

Description

U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.

Preferred Hub Locations

Candidates should preferably be based near one of the following Oracle Health support hubs and be comfortable with in-office expectations:

• Orlando FL
• Kansas City MO
• Nashville TN

Supervisor Customer Service Global Shared Support Services

As a Supervisor Customer Service within Oracle Healths Global Shared Support Services organization you will lead a key function of the Federal Support team through collaboration with internal and external stakeholders. This role is responsible for managing complex client and associate matters driving organizational initiatives and leading teams to achieve operational and functional objectives within a fast-paced support environment.

Position Overview

As a first-level supervisor within Oracle Health Federal Support you will lead a team of technical and professional support associates while contributing operationally and strategically across the organization. This role interacts frequently with customers leaders and cross-functional teams to ensure successful support delivery operational performance and client satisfaction.

The Oracle Health Federal Support Team is seeking a U.S.-based Supervisor Customer Service to support federal healthcare clients and internal Oracle Health stakeholders. This role reports to a Senior Manager and offers visibility across executive leadership and support operations.

Responsibilities

Key Responsibilities

Employee Management

• Prepare and deliver employee work plans and development plans
• Conduct performance reviews and communicate compensation recognition and development opportunities
• Approve employee time off overtime timecards and expense reports in accordance with HR policies and labor requirements
• Support employee growth through coaching training and career development planning
• Maintain strong team morale and focus on talent retention
• Track and improve team skill development and knowledge growth

Operational Management

• Lead and support a team of Technical Support professionals
• Ensure proper resource utilization including recruiting onboarding and training
• Drive execution against organizational goals and contractual client commitments
• Engage directly with internal and external clients to support operational success
• Monitor team metrics and performance to ensure alignment with business objectives
• Communicate company goals team priorities and individual objectives clearly and effectively
• Develop and deliver presentations that inform influence and drive organizational decisions
• Champion innovation operational improvements and creative problem-solving initiatives
• Manage escalated customer concerns and maintain ownership through resolution

Process Management

• Serve as a subject matter expert for support processes and operational workflows
• Promote process improvement initiatives focused on operational efficiency and reduced customer resolution times
• Support a culture of innovation collaboration and continuous improvement

Required Qualifications

• Ability to obtain and maintain a Public Trust clearance
• Minimum of 4 years of combined related work experience and completed higher education including:
  • At least 2 years of product or technical support experience
  • At least 1 year of supervisory experience within an IT support environment (formal or strong informal leadership experience accepted)
• Experience supporting Oracle Health products
• Strong motivation to drive operational and customer outcomes
• Ability to succeed in a fast-paced results-oriented environment

Preferred Qualifications

• 4 years of product or technical support experience
• 1 year of formal people management experience
• Bachelors degree or equivalent relevant work experience
• Experience with:
  • Troubleshooting and technical support
  • Incident Management
  • Change Management
  • Problem Management
  • Service KPI tracking and operational metrics
  • Client-facing support environments

Qualifications
Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements such as immunization/occupational health mandates and/or drug testing requirements.

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

US: Hiring Range in USD from $30.10 to $60.63 per hour; from: $62600 to $126100 per annum. May be eligible for equity.

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 Oracles 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.

Career Level - M1