Job Information
Oracle Director - Global Payment Support Operations (Columbia, MD or Orlando, FL) in Madison, Wisconsin
Job Description
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 stated locations only
US: 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 US 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
Supplemental life insurance (Employee/Spouse/Child)
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
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.
Disclaimer:
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
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