Senior Manager, Customer Experience & Incident Resolution

Oracle; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Oracle Nashville seeks a service delivery leader to manage and optimize customer support operations, guiding escalation handling and cross-functional collaboration across technical leadership teams. This role drives documentation quality and knowledge base expansion while coordinating with product and infrastructure teams on long-term solutions.

You will mentor teams, train for new product releases, and lead initiatives to improve customer experience, metrics, and proactive support.

Qualifications

• Experience in incident management and escalation processes to improve operational efficiency.
• Ability to mentor teams and deliver training for new product releases or enhanced functionalities.
• Strong focus on producing accurate documentation and maintaining a growing knowledge base.

Responsibilities

• Provide strategic recommendations to resolve incoming service requests and oversee customer service delivery for timely solutions.
• Serve as escalation point for unresolved or complex inquiries.
• Evaluate incident management across teams to close systematic gaps.
• Lead and mentor team members in training for product releases and standardize post-sales support across multiple systems.
• Engage with customers to gather feedback and drive continuous improvement.

Skills

Customer service

Leadership

Cross-functional collaboration

Training delivery

Knowledge base

Job description

Oracle Nashville seeks a service delivery leader to manage and optimize customer support operations, guiding escalation handling and cross-functional collaboration across technical leadership teams. This role drives documentation quality and knowledge base expansion while coordinating with product and infrastructure teams on long-term solutions.

You will mentor teams, train for new product releases, and lead initiatives to improve customer experience, metrics, and proactive support.