Job Description
Oracle Cloud Infrastructure team is continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Support team is responsible for making sure our customers receive prompt & informative answers that quickly solve any question or issue they have encountered. For those who want to lead others in a challenge, want to dive in deep and learn the technologies our products are built on, and want to lead the team that provides customers with the exact experience that you would expect in their shoes, this is the position for you.

As the Cloud Support Senior Manager, you will act as the voice of the customer to influence prompt service request resolution and plans to improve the customer experience. This role is integral to the success of our customer relationships and is critical to the success of the platform. You will be responsible for managing a team of customer focused Engineers with support and operations experience to build a world-first and best in class customer experience blending customer support, operations, engineering, and communication disciplines. The position will be responsible for the day-to-day activities of the customer support team as well as management of customer issues, questions and assistance as they arise, working with global internal and external teams.

Responsibilities
Job Responsibilities Include:

• Manage a team of customer focused support engineers from a diverse set of technical, educational, and professional backgrounds, working a 24/7 shift rotation.
• Have a data-driven mindset and passion focused on providing an exceptional customer experience.
• Leads dedicated support team during escalations, exceeding customer expectations.
• Focus on operations/incidents & issues with an emphasis on resolving problems quickly and efficiently, sometimes with the assistance of service teams.
• Document key learnings and other relevant details as part of the support your team provides in order to create a feedback loop with senior leadership and service teams.
• Continually improve skills of your team through work experience, 1:1 meetings, goal setting and development.
• Coach and mentor personnel to ensure working efficiently and accurately in a team oriented professional culture that emphasizes the customer experience and putting customer's first.
• Assess service request priority, escalating as necessary through the proper channels to resolve issues quickly, to help the team meet expected metrics and SLA's.
• Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Prepare team performance evaluations and/or reports to identify areas of growth opportunity or improvements.
• Should have a passion for technical and troubleshooting complex customer problems with the ability to effectively communicate to other relevant teams.
• Represents customer on highly sensitive and escalated issues and bridge calls.
• Attends customer meetings to provide reporting and support status updates.
• Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.
• Extensive collaborations with large number of stakeholders, including Service & Development, Incident Management, Operations, Account Management, Customers and Partners teams.
• Participate in an on-call schedule as part of a 24/7 leadership rotation.

Skills And Experience

• Japanese and English language skills. Customer facing is all in Japanese, while internal communications are in English.
• Bachelor's degree or equivalent experience in Computer Science or technology related field.
• Experienced front-line, client facing manager with 5+ years people management or technical lead experience, leading customer focused teams.
• Experience in building teams including recruiting, hiring, performance management and talent reviews.
• Experience in developing senior ICs.
• 7+ years' customer operations or support oriented experience.
• Customer experience obsession, passion for delighting customers and constantly improving
• Strong understanding of cloud concepts and platforms
• Proven ability to quickly learn new technical information, mentor and train others.
• Excellent written and verbal communication skills with a comfort working with customers in person, by phone, or by email.
• Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills
• Cultural fit: You should embody core values of trust, passion, performance, professionalism, and respect.
• Preferred experience in either Oracle Cloud Infrastructure, AWS, Azure or GCP.
• Preferred experience in compute, storage and networking and cloud concepts.

Qualifications
Career Level - M3

About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

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.

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- or by calling 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.