Product Support Snr Manager
Description For Product Support Snr Manager
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. 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 For Product Support Snr Manager
- 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.
- Lead dedicated support team during escalations, exceeding customer expectations.
- Focus on operations/incidents & issues with an emphasis on resolving problems quickly and efficiently.
- Document key learnings and other relevant details 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.
- Assess service request priority, escalating as necessary to resolve issues quickly.
- Maintain the highest level of confidentiality and security regarding customers' accounts and company systems.
- Prepare team performance evaluations and reports to identify areas of growth opportunity or improvements.
- Represent customer on highly sensitive and escalated issues and bridge calls.
- Attend customer meetings to provide reporting and support status updates.
- Prepare and present at regular metrics reviews, driving operational efficiencies and achieving organizational goals.
- Collaborate with 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.
Requirements For Product Support Snr Manager
- Japanese and English language skills (Customer facing in Japanese, internal communications in English)
- Bachelor's degree or equivalent experience in Computer Science or technology related field
- 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
- Strong understanding of cloud concepts and platforms
- Excellent written and verbal communication skills
- Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills
- Preferred experience in either Oracle Cloud Infrastructure, AWS, Azure or GCP
- Preferred experience in compute, storage and networking and cloud concepts
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