Supply Chain Cloud Support Director/Sr Director

Oracle Cloud ERP; Orlando (FL); Remote; USD 139,000 - 292,000; Full time

Job summary

An established industry player is seeking a Supply Chain Cloud Support Director/Sr Director to lead a dynamic team in delivering exceptional service to global clients. This role offers a unique opportunity to drive operational excellence and customer satisfaction while collaborating with cross-functional teams. The ideal candidate will possess extensive experience in software development and technical support, with a strong focus on customer engagement and relationship management. Join a forward-thinking organization that values innovation and teamwork, and help shape the future of cloud solutions in the supply chain sector.

Benefits

Medical, dental, and vision insurance

401(k) Savings and Investment Plan

Flexible Vacation

Paid parental leave

Employee Stock Purchase Plan

Paid sick leave

Short and long-term disability

Life insurance and AD&D

Adoption assistance

Financial planning and group legal

Qualifications

• 8+ years in software development or technical support.
• Experience in managing customer relationships at executive level.

Responsibilities

• Oversee operational performance and customer satisfaction.
• Manage global teams in service delivery and issue resolution.

Skills

Software Development

Technical Support

Customer Engagement

Situation Management

Analytical Thinking

Communication Skills

Education

Master’s degree in Computer Science

Equivalent experience in Supply Chain

Tools

Java

SQL

Middleware

ADF

Job description

Supply Chain Cloud Support Director/Sr Director

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Supply Chain Cloud Support Director/Sr Director

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As part of (ASE), Fusion Supply Chain (SCM) Cloud Support team is expanding to support our rapidly increasing customer base. We partner with Development, Product Strategy Cloud Operations, Customer Success, Oracle consulting and our customers worldwide to solve complex challenges daily. It’s a unique opportunity to be part of the future of Oracle SaaS Support for Oracle’s latest Fusion Supply Chain, Manufacturing, and Procurement Applications and help drive service delivery to benefit our customers, employees and the organization overall.

As a Director / Senior Director, you will have direct responsibility for meeting the strategic, operational performance, utilization, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with several senior managers and their global teams, whose focus is to provide technical and functional support to our customers worldwide (during Implementation and post-production) and ultimately drive complete resolution of each service incident, while also serving as an advocate for customer needs. These teams typically operate in a fast-paced environment and involved in troubleshooting service incidents, both independently and in collaboration with Product Development (Fusion Applications & Fusion Middleware) and Cloud Operations teams, often ending in resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. In addition to operational responsibilities, this position will also be responsible for facilitating customer relationships and providing advice and assistance on diverse customer situations and escalated issues.

This position can be remote, or based in either our Colorado Springs, or Orlando, FL Support Center and will be directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest - Managers/Sr Managers/Support professionals within Oracle SCM Cloud. You will be responsible for one or more functional areas within Oracle SCM Cloud & work closely with other Fusion Cloud support teams in the US, India, and Romania, to manage a flawless service delivery, to our global clientele. You will be responsible to manage global teams and will also work directly with our customers, partners, implementation success managers, customer success managers across the globe, and help manage service delivery on escalated issues. The right candidate will foster a work environment that encourages information and knowledge sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible. This position will also participate in projects that enhance the quality or efficiency of technical support delivery and work hand-in-hand with Oracle Development and Cloud Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications. Our teams strive to be proactive, even predictive, using telemetry within our systems to monitor the entire fleet for patterns and problematic areas. This enables us to not only remediate potential issues before they become critical, we also proactively inform customers of any issues before anything can impact their business. We continuously gather sensor inputs and system feedback to ensure the quality of application updates and infrastructure changes. This approach allows us to accelerate service delivery while maintaining a world-class experience for our customers and their business users.

Education, Experience & Skills

• Master’s degree (or equivalent experience) in related technical, functional, or professional domain (Computer Science, Mechanical, or Industrial Engineering, Supply Chain, Logistics etc). Other qualifications with adequate experience may be considered.
• Eight or more years of hands-on experience in software development, implementation, or technical support & services delivery
• Six or more years of management experience in a fast-paced Application Development or support environment preferred
• Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred
• Functional skills (preferred) in Supply Chain / Procurement / Manufacturing / Warehousing / Transportation applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc
• Technical skills (preferred) in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL
• Demonstrated record of success in customer engagements and strategic account management
• Proven situation-management, escalation management skills including partner, customer and cross line-of-business collaboration
• Thrive managing and growing customer relationships at the senior executive level
• Ability to articulate and solve complex business and technical problems
• Customer-Centric focus on high quality service, delivery, and retention
• Passion for leading teams and providing mentorship and coaching
• Excellent verbal and written communication skills
• Highly logical, analytical, and innovative thinker
  
  

Disclaimer

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $139,400 to $291,800 per annum. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
  
  

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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