Product Support Sr. Manager

hace 3 semanas

Guadalajara, México Oracle A tiempo completo

Product Support Sr. Manager-22000FRS

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**Product Support Snr Manager**

As a manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills.
- Interacts frequently with customers and other managers.
- Establishes and communicates departmental objectives and implements plans to assure attainment of goals.
- Your team is likely to be comprised primarily of technical or other professionals.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of Financial Services products within our Business Unit. You are responsible for facilitating customer relationships with Support, Development, and Cloud teams, providing advice and assistance to customers and Support employees for diverse customer situations and escalated issues.

As a Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You will be responsible for multiple functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources. Manage and control activities in multi-functional areas within the Business Unit. Ensure appropriate operational planning is effectively executed to meet business needs.

Bachelor of Science (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (Management in a support environment is highly desirable).

**Operational **management**
- Manage a team of individual contributors.
- Ensure proper resource utilization including recruiting, hiring and training.

Manage work environment to include equipment and resources, to meet work plan objectives; maintain team scheduling and global coverage, gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility.
- Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase, provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity.
- Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives. Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.

**Strategic Management**
- Assist next level manager in setting strategic departmental goals based on company objectives. - Work with next level manager while learning to do gap analysis and resource planning.
- Partner with next level management to work with global teams on projects and initiatives for process improvements increasing quality and productivity.

**Customer Management**
- Committed to the delivery of outstanding service to customers.
- Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue.
- Work with customers proactively through user group meetings or other outreach programs
- Assist customer during key implementation or upgrade projects, by meeting regularly to help customers meet their milestones.

**Employee management**
- Prepare and deliver employee workplans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget.
- Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans.
- Maintain high departmental morale and focus on retaining talent.

**Special Skills**
- Proven communication, presentation and negotiation skills through previous interaction with customers and peers.
- Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals.
- Strong leadership abilities and proven success in coaching and mentoring individual contributors.

**Job Requirements**
- Bachelor of Science degree (or

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