Job Description

　　In this role you will lead an enterprise support division delivering high touch, specialised, premium support for OCI’s biggest customers and be ultimately accountable for their satisfaction with OCI.

　　One major indicator of success in this role will be upholding 100% SLO compliance encompassing response time, time to resolve, escalation and customer satisfaction, amongst other things.

　　Required experience:

　　10+ years experience successfully leading and managing customer facing enterprise support teams.

　　Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.

　　Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.

　　Ability to remain calm and professional in high-pressure situations, demonstrating resilience and adaptability.

　　Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.

　　Responsibilities

　　Responsibilities:

　　As a Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success.

　　Be ultimately accountable for upholding Service Level Objective (SLO) compliance for KPIs covering response time, time to resolve/mitigate, escalation, backlog reduction and customer satisfaction. Implement corrective actions as required.

　　Provide formal line management of a global team. Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.

　　Develop and implement strategies, policies, procedures, standards to enhance the overall customer experience, drive customer satisfaction and loyalty and ensure consistent and high quality service delivery.

　　Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.

　　About Us

　　An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

　　In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

　　Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

　　At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

　　That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

　　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