Product Support Manager - Oracle Health - US shift

The Product Support Manager role is a part of the Oracle Health - Global Support Shared Services organization where we strive to deliver exceptional customer service and issue resolution. This role is responsible for operations for a team that will provide front-line investigation and resolution of issues identified through a call queue or ticketing system.
We’re on a journey to advance how health happens with technologies that empower patients, support clinicians, inspire innovation, and save lives. Our mission? To create a human-centric healthcare experience powered by unified global data. It’s a big challenge, but big challenges are what we do best. We’re already transforming major healthcare organizations — helping them turn data into lifesaving decisions and better patient care. We want people just as dedicated as we are to improving health equity and delivering quality care across the globe. If you’re excited about making healthcare more human, you’ve come to the right place.
As a Manager in the Patient/Consumer Support space, you will lead a team of analysts that supply phone, chat, and ticket support to patients using the Oracle Health Patient Portal solution. In this role, your responsibilities will include hiring, onboarding, planning, and directing the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department. As well as communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. Utilizing your knowledge of ideal outputs for Oracle Health, you will identify and lead team-level quality and process improvement initiatives. Leadership aspects include consistent and timely training, guidance, and feedback to encourage associate success, providing input on staffing and performance decisions for direct reports, and overall supervision of associates on your team.
Your responsibilities will include providing technical and functional leadership to your team and business. You will be responsible for driving the team's high quality support delivery via queue management and internal quality auditing of tickets and phone calls. Additionally, you will use your knowledge and skills to develop team members to achieve individual and team goals. You will communicate and implement plans for the team to deliver on operational targets and objectives. This position is considered Flex and in-office presence is expected, generally 1x per week.
What you’ll be doing:
Managing and supporting a team handling customer/patient service requests and incidents
Ensuring all support work is properly handled, documented, and escalated when necessary
Maintaining quality standards for team and meeting customer SLAs
Acting as an escalation point for complex issues
Reviewing team performance and guiding them towards clear objectives
Basic Qualifications
At least 5 years total combined related work experience and completed higher education, including:
At least 1 year of people management in customer service, call center, hospitality and/or technical support work experience
At least 4 years additional work experience directly related to the duties of the job and/or completed higher education
Preferred Qualifications
Experience in IT Service Management systems, such as Service Now, and Contact Center Solutions
Career Level - M2
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