Customer Service Manager-Support
Oracle
Date: 8 hours ago
City: Hyderabad, Telangana
Contract type: Full time
Job Description
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. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.
Job Summary:
We are seeking a highly motivated and experienced Customer Service Manager – Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite. This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability.
Key Responsibilities:
Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.
Job Summary:
We are seeking a highly motivated and experienced Customer Service Manager – Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite. This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability.
Key Responsibilities:
Career Level - M2
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.
Job Summary:
We are seeking a highly motivated and experienced Customer Service Manager – Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite. This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability.
Key Responsibilities:
- Team Leadership & Performance Management
- Lead, mentor, and develop a team of Technical Support Analysts.
- Set performance goals and conduct regular evaluations.
- Foster a collaborative, high-performing team environment.
- Customer Support Operations
- Oversee day-to-day support operations ensuring timely and effective resolution of customer issues.
- Ensure adherence to SLAs, KPIs, and Oracle’s customer experience standards.
- Handle escalations and work closely with internal stakeholders for resolution.
- Process Improvement & Quality Assurance
- Monitor support interactions to ensure adherence to quality standards.
- Identify recurring issues and drive root cause analysis.
- Implement best practices and process enhancements to improve customer experience.
- Collaboration & Reporting
- Work cross-functionally with Product Management, Engineering, and Sales teams.
- Generate and present operational metrics, trend reports, and improvement plans to leadership.
- Participate in global support initiatives and strategic planning.
- Training & Development
- Identify training needs and facilitate technical and soft skills development.
- Promote a learning culture through coaching, feedback, and continuous knowledge sharing.
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- 10+ years of experience in technical/customer support, with at least 3 years in a leadership or managerial capacity.
- Strong understanding of hospitality industry solutions, preferably Oracle Hospitality products like OPERA, Simphony, and related systems.
- Experience installing/configuring/supporting MICROS or Hotel Systems software products will be an added advantage
- Proven track record of managing support teams in a 24/7 global support environment.
- Excellent communication, conflict resolution, and stakeholder management skills.
- Ability to analyze data and derive insights for continuous improvement.
- Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management.
- ITIL certification or similar service management framework knowledge.
- Experience in managing remote or hybrid teams.
- Background in SaaS or cloud-based product support environments.
Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.
Job Summary:
We are seeking a highly motivated and experienced Customer Service Manager – Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite. This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability.
Key Responsibilities:
- Team Leadership & Performance Management
- Lead, mentor, and develop a team of Technical Support Analysts.
- Set performance goals and conduct regular evaluations.
- Foster a collaborative, high-performing team environment.
- Customer Support Operations
- Oversee day-to-day support operations ensuring timely and effective resolution of customer issues.
- Ensure adherence to SLAs, KPIs, and Oracle’s customer experience standards.
- Handle escalations and work closely with internal stakeholders for resolution.
- Process Improvement & Quality Assurance
- Monitor support interactions to ensure adherence to quality standards.
- Identify recurring issues and drive root cause analysis.
- Implement best practices and process enhancements to improve customer experience.
- Collaboration & Reporting
- Work cross-functionally with Product Management, Engineering, and Sales teams.
- Generate and present operational metrics, trend reports, and improvement plans to leadership.
- Participate in global support initiatives and strategic planning.
- Training & Development
- Identify training needs and facilitate technical and soft skills development.
- Promote a learning culture through coaching, feedback, and continuous knowledge sharing.
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- 10+ years of experience in technical/customer support, with at least 3 years in a leadership or managerial capacity.
- Strong understanding of hospitality industry solutions, preferably Oracle Hospitality products like OPERA, Simphony, and related systems.
- Experience installing/configuring/supporting MICROS or Hotel Systems software products will be an added advantage
- Proven track record of managing support teams in a 24/7 global support environment.
- Excellent communication, conflict resolution, and stakeholder management skills.
- Ability to analyze data and derive insights for continuous improvement.
- Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management.
- ITIL certification or similar service management framework knowledge.
- Experience in managing remote or hybrid teams.
- Background in SaaS or cloud-based product support environments.
Career Level - M2
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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