Fusion SWAT Team Director

Job Description

Position Overview:

We are seeking an experienced and highly skilled Senior Oracle Fusion SWAT Team Member to join our elite team. The ideal candidate will have at least 15 years of industry experience, with a strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products. This role requires functional expertise in at least one area of Oracle Fusion and the ability to lead a team of experts dedicated to resolving complex customer issues and improving overall customer satisfaction.

Career Level - M4

Responsibilities

Key Responsibilities:

• Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
• Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
• Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product area (e.g., Financials, HCM, SCM, CX) to address and resolve customer problems.
• Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction.
• Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
• Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
• Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
• Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.

Key Experience:

• Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
• Functional Expertise:** Proficiency in at least one area of Oracle Fusion SaaS (e.g., Financials, HCM, SCM, CX).
• Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.
• Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction.
• Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.

Education:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.

Work Environment:

• This position may require occasional travel to customer sites.
• Flexibility to work outside regular business hours to address urgent customer issues may be required.

Application Process:

Interested candidates should submit their resume and a cover letter detailing their relevant experience and why they are a strong fit for this role.

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 $120,100 to $251,600 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:

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 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 , 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