Product Support Manager - Oracle Health - US shift

As a Product Support Manager, you will provide leadership and front-line supervision of a team of analysts that supply phone, chat, and ticket support to patients using the Oracle Health Patient Portal solution. You will lead, direct, and review the team's day-to-day work and provide significant contribution to achieve the organization operational targets and objectives, in addition to leading team-level quality and process improvement initiatives. This includes hiring, onboarding, planning, overseeing team performance, handling escalation requests, as well as communicating policies, practices and procedures to the team. You will manage complex customer and employee matters. 

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

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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.

As a first-level manager who has performed technical or professional duties in a support environment, you will provide technical and functional leadership to your team and business. Your responsibilities will include gaining knowledge of policies affecting staff and the practice of effective management skills. 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. 
 

Career Level - M2