3 months ago
Base Salary
$103k - $264k/yr
Responsibilities
- Lead critical customer escalations by coordinating with cross-functional teams to deliver timely resolutions.
- Guide, mentor, and develop a high-performing team of Oracle Fusion experts.
- Apply HCM–Payroll functional expertise to resolve complex Oracle Fusion SaaS customer problems.
- Identify and implement process improvements that enhance customer support and satisfaction.
- Act as the primary contact for escalated issues and provide updates to customers and internal stakeholders.
- Conduct root-cause analysis and implement corrective actions to prevent recurring issues.
- Develop training materials and conduct training for team members and customers.
- Maintain detailed documentation of customer interactions, issue resolutions, and process improvements.
- Monitor and report customer support and satisfaction KPIs to drive continuous improvement.
- Lead crisis-management efforts during major incidents and minimize customer impact.
Requirements
- At least 15 years of industry experience implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
- Functional proficiency in the HCM–Payroll area of Oracle Fusion SaaS.
- Proven ability to lead and mentor a team of experts and promote effective collaboration.
- Strong customer-service orientation and experience resolving complex customer issues.
- Excellent verbal and written communication skills for explaining complex information to varied stakeholders.
- Strong analytical, problem-solving, project-management, and prioritization skills.
- Solid understanding of Oracle Fusion architecture, integration, and best practices.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- A master's degree or relevant certifications such as PMP or ITIL is preferred.
- Ability to work in a fast-paced environment and manage multiple priorities.
Benefits
- Oracle offers medical, dental, and vision insurance, including expert medical opinion.
- Benefits include short- and long-term disability, life insurance, AD&D, supplemental life insurance, and flexible spending accounts.
- The package includes pre-tax commuter and parking benefits, a 401(k) plan with company match, paid vacation, 11 paid holidays, and paid sick leave.
- Additional benefits include paid parental leave, adoption assistance, an employee stock purchase plan, financial planning, group legal services, and voluntary auto, homeowner, and pet insurance.
- The role may require occasional travel to customer sites and flexibility outside regular business hours for urgent customer issues.
- The listed U.S. hiring range is $103,000 to $264,100 per annum, with possible bonus, equity, and compensation deferral.
Categories
Solutions Engineering
About Oracle
Oracle builds database technology, enterprise applications, and Oracle Cloud Infrastructure for companies and governments. Its business spans cloud subscriptions, software licenses, and support services across ERP, HCM, CX, and industry suites, plus NetSuite. Founded in 1977 and headquartered in Austin, Texas, Oracle is a public company traded on the NYSE and serves global customers migrating and running critical workloads in its cloud.