Senior Manager, Federal Support Engineering & Command Center

Oracle; Nashville (TN); On-site; USD 99,000 - 210,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan

Paid Time Off

Paid Holidays

Parental Leave

Job summary

Oracle is seeking an experienced operational leader in the United States to scale its Federal Customer Support organization. You will oversee command center operations, senior escalation, and cross-functional collaboration to meet critical customer commitments during high-visibility events.

The role demands data-driven decision making, clear executive communication, and a track record of building scalable teams and processes across diverse stakeholders.

Qualifications

• Experience leading customer support, service delivery, command center, or technical operations teams.
• Ability to manage managers and individual contributors in a high-volume, high-visibility environment.
• Strong executive communication skills to convey status, risks, and actions to senior leaders.
• Experience using KPIs and operational reporting to drive staffing and performance decisions.

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.
• Defines standards for engagement, documentation, escalation paths, and shift handoffs.
• Partners with Workforce Management and other internal teams to plan coverage and respond to volume spikes.
• Drives continuous improvement of processes, triage, escalation, and incident communications.

Skills

Executive communication

KPIs

Data-driven decisions

Cross-functional leadership

Job description

Oracle is seeking an experienced operational leader in the United States to scale its Federal Customer Support organization. You will oversee command center operations, senior escalation, and cross-functional collaboration to meet critical customer commitments during high-visibility events.

The role demands data-driven decision making, clear executive communication, and a track record of building scalable teams and processes across diverse stakeholders.