Supervisor, Customer Service

Description

U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.

Preferred Hub Locations

Candidates should preferably be based near one of the following Oracle Health support hubs and be comfortable with in-office expectations:

• Orlando, FL
• Kansas City, MO
• Nashville, TN

Supervisor, Customer Service – Global Shared Support Services

As a Supervisor, Customer Service, within Oracle Health’s Global Shared Support Services organization, you will lead a key function of the Federal Support team through collaboration with internal and external stakeholders. This role is responsible for managing complex client and associate matters, driving organizational initiatives, and leading teams to achieve operational and functional objectives within a fast-paced support environment. 

Position Overview

As a first-level supervisor within Oracle Health Federal Support, you will lead a team of technical and professional support associates while contributing operationally and strategically across the organization. This role interacts frequently with customers, leaders, and cross-functional teams to ensure successful support delivery, operational performance, and client satisfaction. 

The Oracle Health Federal Support Team is seeking a U.S.-based Supervisor, Customer Service, to support federal healthcare clients and internal Oracle Health stakeholders. This role reports to a Senior Manager and offers visibility across executive leadership and support operations. 

Responsibilities

Key Responsibilities

Employee Management

• Prepare and deliver employee work plans and development plans
• Conduct performance reviews and communicate compensation, recognition, and development opportunities
• Approve employee time off, overtime, timecards, and expense reports in accordance with HR policies and labor requirements
• Support employee growth through coaching, training, and career development planning
• Maintain strong team morale and focus on talent retention
• Track and improve team skill development and knowledge growth 

Operational Management

• Lead and support a team of Technical Support professionals
• Ensure proper resource utilization, including recruiting, onboarding, and training
• Drive execution against organizational goals and contractual client commitments
• Engage directly with internal and external clients to support operational success
• Monitor team metrics and performance to ensure alignment with business objectives
• Communicate company goals, team priorities, and individual objectives clearly and effectively
• Develop and deliver presentations that inform, influence, and drive organizational decisions
• Champion innovation, operational improvements, and creative problem-solving initiatives
• Manage escalated customer concerns and maintain ownership through resolution 

Process Management

• Serve as a subject matter expert for support processes and operational workflows
• Promote process improvement initiatives focused on operational efficiency and reduced customer resolution times
• Support a culture of innovation, collaboration, and continuous improvement 

Required Qualifications

• Ability to obtain and maintain a Public Trust clearance
• Minimum of 4 years of combined related work experience and completed higher education, including:
  • At least 2 years of product or technical support experience
  • At least 1 year of supervisory experience within an IT support environment (formal or strong informal leadership experience accepted)
• Experience supporting Oracle Health products
• Strong motivation to drive operational and customer outcomes
• Ability to succeed in a fast-paced, results-oriented environment 

Preferred Qualifications

• 4+ years of product or technical support experience
• 1+ year of formal people management experience
• Bachelor’s degree or equivalent relevant work experience
• Experience with:
  • Troubleshooting and technical support
  • Incident Management
  • Change Management
  • Problem Management
  • Service KPI tracking and operational metrics
  • Client-facing support environments 

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $62,600 to $132,400 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - M1