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.
Internal 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
External 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
