Senior Manager, Customer Experience & Incident Leadership

Oracle; United States; On-site; USD 99,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Paid parental leave

Volunteer programs

Employee Stock Purchase Plan

Job summary

Oracle is seeking an experienced leader to oversee customer service delivery, resolve complex inquiries, and drive continuous improvement across incident management and knowledge-base initiatives. The role emphasizes cross-functional collaboration, training delivery for new product releases, and proactive customer engagement.

You will guide teams, monitor metrics, and develop long-term solutions that enhance customer experience while aligning with broader organizational goals in a fast-paced

Responsibilities

• Manages and provides strategic recommendations across team(s) on resolving incoming service requests and manages the operation of customer service delivery to ensure timely and effective solutions, and/or builds customer relationships.
• Serves as point of escalation for unresolved and/or complex customer inquiries.
• Evaluates the Incident Management process across team(s) to identify and address systematic gaps in incident resolution and support processes to enhance efficiency.
• Leads and mentors team members in preparing and delivering training for new product releases or enhanced functionalities, ensuring high adoption and satisfaction rates, driving standardization in resolution of post-sales customer technical and/or non-technical across multiple systems or products in a timely manner.
• Strategically engages with customers through user group meetings and/or outreach programs to gather feedback and foster customer relationships, following up on survey results and driving continuous improvement.

Job description

Oracle is seeking an experienced leader to oversee customer service delivery, resolve complex inquiries, and drive continuous improvement across incident management and knowledge-base initiatives. The role emphasizes cross-functional collaboration, training delivery for new product releases, and proactive customer engagement.

You will guide teams, monitor metrics, and develop long-term solutions that enhance customer experience while aligning with broader organizational goals in a fast-paced