Product Support Director - Payroll Support

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.

This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.

A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

What we like to see :

• US Payroll industry experience is a must.
• Demonstrated ability leading managers and teams in a Director-level support role (8-10+ years ideal)
• Experience with Support and / or Payroll back-office teams managing large, strategic customers
• Proven efforts collaborating with Product teams and Integration Partners to improve supportability of product and service delivery to customers.
• 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!
• Bachelor's degree in finance or equivalent is preferred.

Career Level -

Career Level -

What the Director of Global Payroll Support Operations will do :

• Provide strong leadership that guides the team to think both tactically and strategically in the delivery of Payroll Support and Operations
• 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.
• Interact internally and externally with executive management involving negotiation of difficult matters to influence product supportability.
• Effectively manage expectations and performance of Support and Payroll back-office teams.
• Ensure employee satisfaction, engagement, and proactive retention.
• Define and ensure compliance and security standards are maintained for Support and Payroll-back office services.

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

Canada : Hiring Range from $101,200 to $221,000 CAD per annum

US : Hiring Range : from $109,100 to $223,500 per annum. May be eligible for bonus and equity.

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.