Oracle Cloud Infrastructure teamis continuing our fast-paced growth, bringing on new customers around theworld daily. Our Customer Operations team is responsible for making sureour customers receive prompt & informative answers that quickly solve anyquestion or issue they have encountered. For those who want to leadothers in a challenge, want to dive in deep and learn the technologies ourproducts are built on, and want to lead the team that provides customers withthe exact experience that you would expect in their shoes, this is the positionfor you.
Oracle’s extensive enterprisecustomer base is looking for rock solid cloud solutions that provide the samereliability and effectiveness that they have come to expect from Oracle. As atrusted Enterprise vendor, Oracle is in the early stages to provide highly costeffective Infrastructure and Application Cloud solutions to its customer base.
We are specifically looking for aCustomer Operations Manager to join the Oracle Cloud Infrastructure group. Youwill be responsible for managing a team of customer focused Engineers withoperations or support experience to build a world-first and best in classcustomer experience blending customer support, operations, engineering, andcommunication disciplines. The position will be responsible for the dayto day activities of the customer operations team as well as management ofcustomer issues, questions and assistance as they arise.Job Responsibilities Include:
*Manage a team of customer focusedengineers from a diverse set of technical, educational, and professionalbackgrounds.
*Have a data-driven mindset andpassion focused on providing an exceptional customer experience.
*Work as part of our extendedsupport team during escalations or high volume intervals in a startupatmosphere, doing whatever it takes to exceed 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 otherrelevant details as part of the support your team provides in order to create afeedback loop with senior leadership and service teams.
*Continually improve skills of yourteam through work experience, 1:1 meetings, goal identification and training.
*Coach and mentor personnel toensure working efficiently and accurately in a team oriented professionalculture 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 ofconfidentiality and security regarding our customers' accounts, assignedcompany equipment, and company systems.
*Prepare team performanceevaluations and/or reports to identify areas of growth opportunity orimprovements.
*Should have a passionfor technical and troubleshooting complex customer problemswith the ability to effectively communicate to other relevant teams.
*Meet or exceed team and companyobjectives as determined by senior leadership teams.
*Participate in an on call scheduleas part of a 24/7 leadership rotation that includes days,nights, weekends, and/or holidaysSkills and Experience
* Bachelor’s degree or equivalentexperience in Computer Science or technology related field
*5+ years’ customer operations orsupport oriented experience
*3+ years leading customer focusedteams
* Customer experience obsession,passion for delighting customers and constantly improving
* Strong understanding of cloudconcepts and platforms
* Proven ability to quickly learnnew technical information, mentor and train others
* Excellent written and verbalcommunication 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 embodycore values of trust, passion, performance, professionalism, and respect.Desired Skills:
*Ability to write and speak multiplelanguages
*Orientation with multiple codinglanguages
*Experience in networking: virtualprivate networks, load balancing, and public/private DNS
*Experience in edge services: webapplication firewalls, email delivery, and identity/security