Oracle

This hybrid position will require weekly on-site time in Columbia, MD, or Orlando, FL, upon Oracle offices re-opening.. Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area is preferred. Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.. Unused balance will carry over each year up to a maximum cap of 112 hours.. Voluntary benefits including auto, homeowner and pet insurance

operations

Oracle Director - Global Payment Support Operations (Columbia, MD or Orlando, FL) Montgomery , Alabama Apply Now Director - Global Payment Support Operations
Do you thrive on the challenge and thrill of managing high-volume, highly competent Support teams? Do you aim to train your managers to address customers with empathy and technical depth? We perform in a high-volume environment for clients using Oracle SaaS Payment tools who need their technology working efficiently to serve their customers’ needs.
As the Director of Global Payment Support Operations, your focus is leading a team of front-line managers and payments engineers globally to provide a world-class support experience to our customers. In this role, you will be accountable for meeting and exceeding SLA, improving and maintaining high customer satisfaction levels, and working cross-functionally with the organization to improve our product. You’ll impact change for your employees and clients through robust mentorship programs, continuous improvement programs, and innovation programs.
This hybrid position will require weekly on-site time in Columbia, MD, or Orlando, FL, upon Oracle offices re-opening. We run 24x7x365 Follow-The-Sun support operations. Though the hours for this role may vary based on need, the typical schedule would be Monday through Friday, 8:00am to 5:00pm.
What the Director of Global Payment Support Operations will do:
Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support
Deliver results against a defined set of objectives that includes tactical metrics, strategic innovation, and cross functional collaboration between disparate organizations internally.
Translate departmental goals into performance objectives for each line manager.
Measure and coach individual performance against plan.
Identify and plan for future resourcing needs.
Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business.
Direct and ensure the implementation of operational policies through subordinate managers.
Interact internally and externally with executive management involving negotiation of difficult matters to influence policy.
Effectively manage expectations and performance of global support teams.
Ensure employee satisfaction, engagement, and proactive retention.
Define and Ensure Payment Industry Standards
Responsibilities
What we like to see:
Payments software/SaaS industry experience
Demonstrated ability leading managers and teams in a Director-level support role (8-10+ years ideal)
Experience with Support teams managing large, strategic customers
Proven efforts collaborating with HR and Operations to improve efficiency and effectiveness in call center technical support organizations
Excellent coaching skills, with experience mentoring early-career professionals as a plus.
Strong negotiation, interpersonal, written, oral communication and presentation skills required.
Problem Solving - the best managers live in the solution!
Travel up to 25%
Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area is preferred
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the United States only
Hiring Range: from $135,400 to $291,900 per annum. May be eligible for bonus, equity, and compensation deferral.
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 offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
11 paid holidays
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.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About Us
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
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.
* Which includes being a United States Affirmative Action Employer #J-18808-Ljbffr

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