Product Support Director
Location:
Broomfield, CO
Posted:
October 28, 2016
Position Type:
Full Time
Category:
Management
Reference:
1600170V
As a Support Architecture Director, you'll examine current Oracle support practices and strategies and develop innovative methods to drive an efficient, integrated, and seamless support experience for Oracle customers. Support of Oracle's Cloud offerings will be a critical focus area for this role. Knowing and understanding Cloud industry trends and best practice will be key. On-premises software support experience is also a plus.

You'll assist in the development of short, medium, and long term plans to achieve strategic objectives of the business and regularly interact across functional areas and with senior management to ensure objectives are met.

As a Support Architecture Director, you'll examine current Oracle support practices and strategies and develop innovative methods to drive an efficient, integrated, and seamless support experience for Oracle customers.

Gaining a deep understanding of support for Oracle's Cloud offerings will be a critical focus area for this role. Knowing and understanding Cloud industry trends and best practice will also be key. Traditional on-premises software support experience is also a plus.

A Masters Degree (or technical equivalent) in a related technical or professional area is desirable, but not required if experience in Cloud and software support is substantial.
8 or more years of technical or professional experience (support preferred) and 6 or more years of successful management experience (preferably in a support environment) is highly desirable.
Qualifications:
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, 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.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Masters Degree (or technical equivalent) in a related technical or professional area. In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager.



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.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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