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Director of customer service and technical support
3 months ago
Director - Global Payment Support Operations
Do you thrive on the challenge and thrill of managing high-volume, highly competent Support teams? Do you aim to train your managers to address customers with empathy and technical depth? We perform in a high-volume environment for clients using Oracle SaaS Payment tools who need their technology working efficiently to serve their customers' needs.
As the Director of Global Payment Support Operations, your focus is leading a team of front-line managers and payments engineers globally to provide a world-class support experience to our customers.
This hybrid position will require weekly on-site time in Columbia, MD, or Orlando, FL, upon Oracle offices re-opening. We run 24x7x365 Follow-The-Sun support operations.Though the hours for this role may vary based on need, the typical schedule would be Monday through Friday, 8:00am to 5:00pm.
What the Director of Global Payment Support Operations will do:Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support
Translate departmental goals into performance objectives for each line manager.
Measure and coach individual performance against plan.
Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business.
Direct and ensure the implementation of operational policies through subordinate managers.
Interact internally and externally with executive management involving negotiation of difficult matters to influence policy.
Effectively manage expectations and performance of global support teams.
Payments software/SaaS industry experience
Demonstrated ability leading managers and teams in a Director-level support role years ideal)
Experience with Support teams managing large, strategic customers
Proven efforts collaborating with HR and Operations to improve efficiency and effectiveness in call center technical support organizations
Excellent coaching skills, with experience mentoring early-career professionals as a plus.
Problem Solving - the best managers live in the solution
Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area is preferred
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.
Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. 11 paid holidays
Financial planning and group legal
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.
Oracle careers open the door to global opportunities where work-life balance flourishes. 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 , option one.
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.*
