Senior Manager, Customer Experience & Incident Resolution

Oracle; Jackson (MS); On-site; USD 90,000 - 140,000; Full time

Job summary

Oracle seeks a senior leader in Technical Support and Customer Advocacy to guide service delivery, escalate complex inquiries, and drive continuous improvement. You will oversee incident management, mentor teams, and coordinate with product, QA, and development to deliver timely, effective solutions.

You will lead knowledge base expansion, customer feedback programs, and cross-functional initiatives to enhance user experience and support quality across multiple products and platforms.

Qualifications

• Leadership experience managing customer support teams.
• Strong ability to design and implement incident management processes.
• Proven track record in improving customer support strategy and outcomes.
• Experience training staff on new products and processes.
• Ability to lead cross-functional initiatives and collaborate with engineering and QA.
• Familiarity with creating and maintaining knowledge bases.

Responsibilities

• Manages strategic recommendations across teams to resolve service requests and oversees customer service delivery.
• Acts as escalation point for unresolved complex inquiries.
• Evaluates Incident Management processes to address gaps and improve efficiency.
• Leads training for new releases to ensure high adoption and satisfaction rates.
• Engages with customers to gather feedback and drive continuous improvement.
• Oversees documentation efforts and knowledge base expansion to support users.

Skills

Leadership

Incident Management

Customer Support Strategy

Cross-functional Collaboration

Training & Mentoring

Knowledge Base Documentation

Job description

Oracle seeks a senior leader in Technical Support and Customer Advocacy to guide service delivery, escalate complex inquiries, and drive continuous improvement. You will oversee incident management, mentor teams, and coordinate with product, QA, and development to deliver timely, effective solutions.

You will lead knowledge base expansion, customer feedback programs, and cross-functional initiatives to enhance user experience and support quality across multiple products and platforms.