Detailed Description and Job Requirements
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.
The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department.
You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality / productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff.
A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan.
To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas.
Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met.
Ability to influence thinking or gain acceptance of others in sensitive situations.