Cloud Support Director

Job DescriptionBe a part of the future growth and development of Oracle Cloud Infrastructure. We are combining the elasticity and utility of cloud services with the granular control, security, and predictability of on-premises infrastructure to deliver high-performance, high availability, and cost-effective infrastructure services. As we are building and growing, we are seeking a Director - Enterprise Cloud Support to join the team.In this role you will lead an enterprise support division delivering high touch, specialised, premium support for OCI’s biggest customers and be ultimately accountable for their satisfaction with OCI.One major indicator of success in this role will be upholding 100% SLO compliance encompassing response time, time to resolve, escalation and customer satisfaction, amongst other things.Career Level - M4ResponsibilitiesResponsibilities:

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

Be ultimately accountable for upholding Service Level Objective (SLO) compliance for KPIs covering response time, time to resolve/mitigate, escalation, backlog reduction and customer satisfaction. Implement corrective actions as required.

Provide formal line management of a global team. Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.

Develop and implement strategies, policies, procedures, standards to enhance the overall customer experience, drive customer satisfaction and loyalty and ensure consistent and high quality service delivery.

Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.

Required experience:

10+ years experience successfully leading customer facing enterprise support teams, with the ability to motivate and inspire teams to achieve high performance and exceed customer expectations.

Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.

Ability to remain calm and professional in high-pressure situations, demonstrating resilience and adaptability.

Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.

Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $120,300 to $291,900 per annum. May be eligible for bonus, equity, and compensation deferral.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.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.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

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

About UsAs 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.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. 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 +1 888 404 2494, option one.Disclaimer: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. Which includes being a United States Affirmative Action Employer