Federal Support Command Center Lead

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

Job summary

Oracle is seeking an experienced senior leader to run a rapidly growing Federal Customer support organization. You will oversee Command Center operations, manage managers and individual contributors, and partner with Workforce Management to plan coverage and respond to volume spikes.

The role requires strong executive communication, data-driven decision making, and a focus on developing leadership talent while delivering timely, high-quality service during critical customer events.

Responsibilities

• Leads Command Center operations for Federal Customers, ensuring timely, accurate, and effective service.
• Serves as a senior escalation point for significant customer-impacting issues, operational risks, and complex support situations.
• Establishes standards for customer engagement, issue handling, communication, documentation, and shift handoffs.
• Ensures customer-reported issues are accurately documented, assigned, tracked, communicated, and resolved or routed to the appropriate team.
• Builds strong working relationships with customer stakeholders and internal partners.

Job description

Oracle is seeking an experienced senior leader to run a rapidly growing Federal Customer support organization. You will oversee Command Center operations, manage managers and individual contributors, and partner with Workforce Management to plan coverage and respond to volume spikes.

The role requires strong executive communication, data-driven decision making, and a focus on developing leadership talent while delivering timely, high-quality service during critical customer events.