Senior Manager, Support Engineering

Oracle•United States,

About The Position

Manages and provides strategic recommendations across team(s) on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for complex customer inquiries. Evaluates the Incident Management process across team(s) to address systematic gaps in incident resolution. Oversees the resolution of escalated service issues and proactively identifies recurring and potential issues, implementing long-term solutions. Leads cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and comprehensive solutions. Leads team(s) efforts in producing documentation and drives the continuous improvement and expansion of the Knowledge Base to enhance customer support and user experience. Oversees the escalation of issues in products or infrastructure to QA and Development Teams, ensuring timely resolution. Leads collaboration with cross-functional teams on business problems and leads and plans support service improvement projects and proactive support initiatives. Assists next-level manager with strategic departmental goals that align with broader organizational goals, leading product, process, and customer experience improvement initiatives. Proactively monitors and reviews results of key metrics to ensure team(s) members meet desired goals and defines key elements of operational and procedural improvements within a team. Leads collaboration among internal teams to optimize and automate customer feedback and KPI analysis within a team.

Requirements

Senior Manager level experience
Experience managing and providing strategic recommendations
Experience managing customer service delivery
Experience as a point of escalation for complex customer inquiries
Experience evaluating Incident Management processes
Experience implementing long-term solutions for recurring and potential issues
Experience leading cross-functional collaboration with technical leadership teams
Experience leading team efforts in producing documentation
Experience driving continuous improvement and expansion of Knowledge Base
Experience overseeing escalation of issues to QA and Development Teams
Experience leading collaboration with cross-functional teams on business problems
Experience leading and planning support service improvement projects and proactive support initiatives
Experience assisting next-level manager with strategic departmental goals
Experience leading product, process, and customer experience improvement initiatives
Experience monitoring and reviewing key metrics
Experience defining key elements of operational and procedural improvements
Experience leading collaboration among internal teams to optimize and automate customer feedback and KPI analysis

Responsibilities

Manages and provides strategic recommendations across team(s) on resolving incoming service requests
Manages the operation of customer service delivery, serving as point of escalation for complex customer inquiries
Evaluates the Incident Management process across team(s) to address systematic gaps in incident resolution
Oversees the resolution of escalated service issues and proactively identifies recurring and potential issues, implementing long-term solutions
Leads cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and comprehensive solutions
Leads team(s) efforts in producing documentation and drives the continuous improvement and expansion of the Knowledge Base to enhance customer support and user experience
Oversees the escalation of issues in products or infrastructure to QA and Development Teams, ensuring timely resolution
Leads collaboration with cross-functional teams on business problems and leads and plans support service improvement projects and proactive support initiatives
Assists next-level manager with strategic departmental goals that align with broader organizational goals, leading product, process, and customer experience improvement initiatives
Proactively monitors and reviews results of key metrics to ensure team(s) members meet desired goals and defines key elements of operational and procedural improvements within a team
Leads collaboration among internal teams to optimize and automate customer feedback and KPI analysis within a team