Supervisor, Customer Service

Oracle

Olympia, WA

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JOB DETAILS

SALARY

$30.10–$60.63 Per Hour

SKILLS

Artificial Intelligence (AI), Business Strategy, Career Counseling, Change Management, Cloud Computing, Coaching, Continuous Improvement, Corporate Communications, Cross-Functional, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Embedded Systems, Expense Reports, Financial Planning, Healthcare, Higher Education, Hubs, Identify Issues, Incident Management, Leadership, Legal, Metrics, Occupational Health, Onboarding, Operational Improvement, Operational Strategy, Operational Support, Operations Management, Operations Processes, Oracle, People Management, Performance Metrics, Performance Reviews, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Process Management, Product Support, Project Planning, Property Insurance, Resource Utilization, Sales Management, Security Clearance, Staff Requirements, Stock Purchase Plans, Team Lead/Manager, Technical Support, Test Requirements, United States Citizen

LOCATION

Olympia, WA

POSTED

8 days ago

**Job 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 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 $30.10 to $60.63 per hour; from: $62,600 to $126,100 per annum. May be eligible for 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 **About Us** Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that 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 accommodation-request_mb@oracle.com 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.

About the Company

Oracle

For over three decades, Oracle has been the center of innovation for business software birthplace of the first commercially available relational database, the first suite of internet-based applications, and the next-generation enterprise-computing platform, Oracle Fusion. Today, Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers including - 100 of the Fortune 100 - representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 110,000 global employees - including 30,000 developers working full-time on Oracle products -are critical to that success. Oracle Supports Workforce Diversity

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1977

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