Product Support Manager - Oracle Health - US shift

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.

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.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

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.

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