Customer Service Manager

As a member of the Support organization, your primary focus is to provide post-sales support and solutions to the Oracle customer base, acting as a dedicated advocate for customer needs. In the role of Client Relations Manager, you will be tasked with overseeing the delivery of departmental results by effectively directing and managing a team of staff. Your responsibilities will include ensuring high levels of customer satisfaction by establishing and measuring group performance against quality and productivity benchmarks. We are currently looking for a dynamic and experienced Customer Service Manager Support to take charge of leading a team of Technical Support Analysts in delivering exceptional support to customers using the Oracle Hospitality product suite. This position calls for strong leadership abilities, a sound technical grasp of the product offerings, and a commitment to ensuring customer satisfaction. The ideal candidate will be instrumental in driving service excellence, operational efficiency, and fostering a culture of continuous improvement and accountability within the team. Key Responsibilities: - Team Leadership & Performance Management: Lead, mentor, and develop a team of Technical Support Analysts, set performance goals, and foster a high-performing team environment. - Customer Support Operations: Oversee day-to-day support operations, ensure timely resolution of customer issues, adhere to SLAs, KPIs, and Oracle's customer experience standards, handle escalations, and collaborate with internal stakeholders for issue resolution. - Process Improvement & Quality Assurance: Monitor support interactions, identify recurring issues, drive root cause analysis, implement best practices, and process enhancements to enhance the overall customer experience. - Collaboration & Reporting: Work cross-functionally with Product Management, Engineering, and Sales teams, generate operational metrics, trend reports, improvement plans, and participate in global support initiatives and strategic planning. - Training & Development: Identify training needs, facilitate technical and soft skills development, and promote a learning culture through coaching, feedback, and continuous knowledge sharing. Required Qualifications: - Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. - 10+ years of experience in technical/customer support with at least 3 years in a leadership or managerial role. - Strong understanding of hospitality industry solutions, particularly Oracle Hospitality products like OPERA, Simphony, and related systems. - Experience with installing, configuring, and supporting MICROS or Hotel Systems software products is an added advantage. - Proven track record of managing support teams in a 24/7 global support environment. - Excellent communication, conflict resolution, and stakeholder management skills. - Ability to analyze data and derive insights for continuous improvement. - Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management. Preferred Qualifications: - ITIL certification or similar service management framework knowledge. - Experience in managing remote or hybrid teams. - Background in SaaS or cloud-based product support environments.,