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. Key ResponsibilitiesEmployee ManagementPrepare and deliver employee work plans and development plansConduct performance reviews and communicate compensation, recognition, and development opportunitiesApprove employee time off, overtime, timecards, and expense reports in accordance with HR policies and labor requirementsSupport employee growth through coaching, training, and career development planningMaintain strong team morale and focus on talent retentionTrack and improve team skill development and knowledge growth Operational ManagementLead and support a team of Technical Support professionalsEnsure proper resource utilization, including recruiting, onboarding, and trainingDrive execution against organizational goals and contractual client commitmentsEngage directly with internal and external clients to support operational successMonitor team metrics and performance to ensure alignment with business objectivesCommunicate company goals, team priorities, and individual objectives clearly and effectivelyDevelop and deliver presentations that inform, influence, and drive organizational decisionsChampion innovation, operational improvements, and creative problem-solving initiativesManage escalated customer concerns and maintain ownership through resolution Process ManagementServe as a subject matter expert for support processes and operational workflowsPromote process improvement initiatives focused on operational efficiency and reduced customer resolution timesSupport a culture of innovation, collaboration, and continuous improvement Required QualificationsAbility to obtain and maintain a Public Trust clearanceMinimum of 4 years of combined related work experience and completed higher education, including:At least 2 years of product or technical support experienceAt least 1 year of supervisory experience within an IT support environment (formal or strong informal leadership experience accepted)Experience supporting Oracle Health productsStrong motivation to drive operational and customer outcomesAbility to succeed in a fast-paced, results-oriented environment Preferred Qualifications4+ years of product or technical support experience1+ year of formal people management experienceBachelor’s degree or equivalent relevant work experienceExperience with:Troubleshooting and technical supportIncident ManagementChange ManagementProblem ManagementService KPI tracking and operational metricsClient-facing support environments Disclaimer:Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range in USD from: $62,600 to $132,400 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 opinion2. Short term disability and long term disability3. Life insurance and AD&D4. Supplemental life insurance (Employee/Spouse/Child)5. Health care and dependent care Flexible Spending Accounts6. Pre-tax commuter and parking benefits7. 401(k) Savings and Investment Plan with company match8. 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 holidays10. 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 leave12. Adoption assistance13. Employee Stock Purchase Plan14. Financial planning and group legal15. Voluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.Career Level - M1