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.
This role follows a hybrid schedule and may require in-office attendance based on business and operational needs.
Preferably based in the following location:
Overview
As a Manager within Oracle Health Support, you will lead a team of support professionals responsible for providing technical and application support to Oracle Health clients. In this role, you will provide day-to-day leadership, coaching, and operational oversight to ensure the team delivers timely, high-quality support and a positive client experience.
You will oversee the management and resolution of client support requests across phone, ticketing, and other electronic support channels, providing guidance on complex or escalated technical and application-related issues. You will partner with team members and cross-functional stakeholders to prioritize work, remove barriers to resolution, manage client escalations, and ensure appropriate communication throughout the support lifecycle.
You will be responsible for developing and supporting team members through regular coaching, feedback, performance management, and career development while fostering a collaborative, accountable, and customer-focused team environment. You will monitor team performance, workload, service levels, and support trends to identify opportunities to improve operational effectiveness, support processes, and the overall client experience.
Success in this role requires strong people leadership, communication, problem-solving, and decision-making skills, along with the ability to operate effectively in a fast-paced support environment. Knowledge of Oracle Health applications, clinical and operational workflows, and support methodologies will enable you to guide your team, manage complex client situations, and drive consistent delivery of high-quality support.
Internal Responsibilities
In this role, you will:
- Lead and manage a team of support professionals responsible for resolving client incidents, service requests, and technical and application-related issues.
- Provide day-to-day leadership, coaching, and direction to ensure consistent delivery of high-quality customer support across phone, ticketing, and other electronic communication channels.
- Oversee the investigation, troubleshooting, documentation, and resolution of client issues, ensuring appropriate prioritization and timely resolution.
- Manage complex and escalated client issues, providing guidance to team members and coordinating with internal teams and customer stakeholders as needed.
- Monitor team workload, support queues, service levels, and operational priorities to ensure effective resource allocation and achievement of support objectives.
- Guide team members in troubleshooting front-end application issues, including workflow analysis, application functionality validation, and the effective use of troubleshooting tools and knowledge resources.
- Provide oversight and guidance for back-end troubleshooting activities, ensuring technical actions are performed appropriately and in accordance with established processes and access requirements.
- Ensure support requests and client interactions are accurately and thoroughly documented throughout the support lifecycle.
- Identify trends, recurring issues, and opportunities to improve support processes, operational efficiency, and the overall client experience.
- Partner with internal technical, engineering, product, and operational teams to drive resolution of complex issues and improve support outcomes.
- Establish clear expectations and hold team members accountable for performance, quality, responsiveness, and customer service.
- Coach and develop team members through regular feedback, performance discussions, career development, and ongoing learning opportunities.
- Foster a collaborative, inclusive, and customer-focused team environment that encourages knowledge sharing, problem-solving, and continuous improvement.
- Communicate team performance, operational risks, client concerns, and emerging support trends to leadership and relevant stakeholders.
- Ensure team compliance with HIPAA, PECA, CHIA, Oracle Health policies, customer security requirements, and applicable support procedures.
Qualifications
Minimum Qualifications
Candidates must be available to support one of the following Central Time (CT) schedules:
5-5-4 Schedule Options
Day Shift
Night Shift
Monday–Friday Schedule Options
- 8:00 AM – 5:00 PM CT
- 9:00 AM – 6:00 PM CT
External Responsibilities
In this role, you will:
- Lead and manage a team of support professionals responsible for resolving client incidents, service requests, and technical and application-related issues.
- Provide day-to-day leadership, coaching, and direction to ensure consistent delivery of high-quality customer support across phone, ticketing, and other electronic communication channels.
- Oversee the investigation, troubleshooting, documentation, and resolution of client issues, ensuring appropriate prioritization and timely resolution.
- Manage complex and escalated client issues, providing guidance to team members and coordinating with internal teams and customer stakeholders as needed.
- Monitor team workload, support queues, service levels, and operational priorities to ensure effective resource allocation and achievement of support objectives.
- Guide team members in troubleshooting front-end application issues, including workflow analysis, application functionality validation, and the effective use of troubleshooting tools and knowledge resources.
- Provide oversight and guidance for back-end troubleshooting activities, ensuring technical actions are performed appropriately and in accordance with established processes and access requirements.
- Ensure support requests and client interactions are accurately and thoroughly documented throughout the support lifecycle.
- Identify trends, recurring issues, and opportunities to improve support processes, operational efficiency, and the overall client experience.
- Partner with internal technical, engineering, product, and operational teams to drive resolution of complex issues and improve support outcomes.
- Establish clear expectations and hold team members accountable for performance, quality, responsiveness, and customer service.
- Coach and develop team members through regular feedback, performance discussions, career development, and ongoing learning opportunities.
- Foster a collaborative, inclusive, and customer-focused team environment that encourages knowledge sharing, problem-solving, and continuous improvement.
- Communicate team performance, operational risks, client concerns, and emerging support trends to leadership and relevant stakeholders.
- Ensure team compliance with HIPAA, PECA, CHIA, Oracle Health policies, customer security requirements, and applicable support procedures.
Qualifications
Minimum Qualifications
Candidates must be available to support one of the following Central Time (CT) schedules:
5-5-4 Schedule Options
Day Shift
Night Shift
Monday–Friday Schedule Options
- 8:00 AM – 5:00 PM CT
- 9:00 AM – 6:00 PM CT
