Senior Director, Applications Service Excellence
hace 4 meses
Oracle Applications Service Excellence (ASE) was created to ensure a delightful customer experience across our entire SaaS portfolio while guiding our customers through their cloud business transformation. We deliver four quarterly updates per year, with hundreds of new features in each release, showcasing our commitment to continuous innovation. By combining Development, Operations, and Support into one organization, we have changed the mindset from traditional software delivery into a truly Customer-Centric culture. This further strengthened our reputation of delivering quality products and services that customers love and why Oracle is consistently positioned as a dominant Leader in numerous Gartner® Magic Quadrants.
As Senior Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with senior managers and other directors to ensure proper utilization and performance goals are met, while being accountable for overall organization success. Your role will also include a strategic planning function for the regional organization, while ensuring the implementation of operational policies through subordinate managers and interacting with executive management to influence policy.
Career Level - M5
This position is based in Guadalajara where Oracle’s Mexico Development Center (MDC) is at the forefront of innovation in software development, cloud engineering, artificial intelligence, and service delivery. Co-locating these teams in MDC enables shared responsibilities and combined workflows across the entire software development lifecycle from design, prototype, build, test, release, deploy, support, and enhance for continuous improvement.
EDUCATION, EXPERIENCE & SKILLS
- Master’s degree (or equivalent) in related technical, functional, or professional domain area
- Eight or more years of hands-on experience in software development, implementation, or support
- Six or more years of management experience, including four or more years as a senior executive
- Demonstrated record of success in customer engagements and strategic account management
- Proven escalation management including partner and cross line-of-business collaboration
- Thrive managing and growing customer relationships at the senior executive level
- Ability to articulate and solve complex business and technical problems
- Customer-Centric focus on high quality service, delivery, and retention
- Passion for leading teams and providing mentorship and coaching
- Excellent verbal and written communication skills
- Highly logical, analytical, and innovative thinker
- Proficiency in agile and related methodologies
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