Oracle Health Contact Center Support Director

Company: Oracle
Location: Saint Paul
Posted on: April 24, 2025

Job Description:

**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. You will be responsible for the management of the strategy and operations of our Tier 1 Help Desk team. You will manage a team of 10+ leads and a span of 150+ associates delivering world class IT services to our 1000s of end users in our healthcare clients.

You will work collaboratively with our onsite IT leadership, our Tier 2 shared services teams and other key stakeholders to continuously improve the end-user customer experience with our IT support services.

This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As an IT executive position, you will have successfully managed in past assignments for several years in a customer services environment managing large teams in complex IT environments. In addition to having been an effective technical or professional contributor you will have experience in implementing continuous service quality management practices. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources and driving continuously improving customer experience.

\#LI-MBITWRX

Career Level - M3

**Responsibilities**

As a Director, you will have successfully managed in past assignments for several years in a customer services environment. In addition to having been an effective technical or professional contributor you will have experience in implementing continuous service quality management practices. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources and driving continuously improving customer experience.

About You:

+ Contact Center Leadership experience in an enterprise environment

+ Experience leading in a matrix model

+ Global Contact Center leadership experience leading large teams upwards to 150+ Client IT support experience and leadership

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 stated locations only**

US: Hiring Range in USD from: $97,500 to $199,500 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.

**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 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.

Keywords: Oracle, St. Paul , Oracle Health Contact Center Support Director, Healthcare , Saint Paul, Minnesota