Supervisor, Customer Service

Oracle is a company that integrates data, infrastructure, applications, and expertise to drive innovations in various industries. They are seeking a Supervisor, Customer Service to lead a team within Oracle Health's Global Shared Support Services, focusing on managing client and associate matters while ensuring operational success and client satisfaction. This role will involve employee management, operational management, and process management within a fast-paced support environment.

Responsibilities:

• 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
• 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
• 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

Requirements:

• 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
• 4+ years of product or technical support experience
• 1+ year of formal people management experience
• Bachelor's degree or equivalent relevant work experience
• Experience with troubleshooting and technical support
• Experience with Incident Management
• Experience with Change Management
• Experience with Problem Management
• Experience with Service KPI tracking and operational metrics
• Experience in client-facing support environments