Director, Federal Support & Command Center

Oracle; Orlando (FL); On-site; USD 99,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Short term disability

Life insurance and AD&D

Employee Stock Purchase Plan

401(k) with company match

Paid time off (vacation)

Job summary

Oracle seeks a senior ops leader to guide a growing Federal Customer Support organization, delivering high-quality service during critical events and across the support lifecycle. Responsibilities include managing leaders, shaping staffing, and driving data-informed decisions with cross-functional teams.

The role requires strong communication with senior executives and stakeholders, ensuring timely escalation, issue resolution, and alignment with business priorities.

Qualifications

• Demonstrated experience leading customer support, service delivery, command center, or technical operations teams.
• Strong executive communication skills, including status updates to senior leaders.
• Ability to partner with Workforce Management on forecasting, scheduling, and capacity planning.

Responsibilities

• Leads Command Center operations and customer support delivery for Federal Customers, ensuring timely, accurate, and effective service.
• Serves as a senior escalation point for significant customer-impacting issues and operational risks.
• Establishes standards for customer engagement, issue handling, and shift handoffs.
• Owns staffing strategy, operational readiness, and performance for the organization.
• Defines and monitors operational KPIs and real-time reporting for executive updates.

Skills

Leadership

Executive communication

Data-driven decisions

KPI reporting

Staffing planning

Job description

Oracle seeks a senior ops leader to guide a growing Federal Customer Support organization, delivering high-quality service during critical events and across the support lifecycle. Responsibilities include managing leaders, shaping staffing, and driving data-informed decisions with cross-functional teams.

The role requires strong communication with senior executives and stakeholders, ensuring timely escalation, issue resolution, and alignment with business priorities.