Senior Customer Support Lead

Job Description Join Oracle Health Government Services as a Senior Customer Support Lead and make a significant impact by delivering outstanding customer experiences through Oracle Health solutions. We are looking for a dynamic individual with extensive experience in managing enterprise support activities in healthcare delivery models, particularly within federal environments. In this vital role, you will collaborate with various internal teams and client partners, utilizing your strong understanding of support processes and incident management. Key Responsibilities: Direct and enhance the customer experience across all support functions, including major incidents, user interactions, release management, and system upgrades. Ensure effective communication with multiple stakeholders, maintaining alignment and clarity throughout support activities. Analyze support metrics and activities to drive improvements across internal teams and enhance overall service quality. Partner with third-party vendors to ensure a seamless and positive customer experience. Identify opportunities for enhancing the customer experience, potentially through process improvements or better documentation. Preferred Skills and Competencies: Significant experience in IT support processes within healthcare and government settings. Demonstrated ability to engage stakeholders, analyze support activities, and effectively resolve issues. Excellent communication and interpersonal skills, showcasing a successful track record in stakeholder management and cross-functional collaboration. Detail-oriented with a strong focus on optimizing end-user experiences through a process-driven approach. Strong leadership capabilities, emphasizing team coaching and mentoring. Education, Certifications, or Experience (Preferred/Required): Prior experience in an IT support role within a large organization is essential. Available to travel up to 25% as needed. U.S. Citizenship is required, along with the ability to obtain and maintain a government security clearance. Primary Responsibilities: Develop strategies and plans to implement operational policies successfully, ensuring alignment of portfolio performance with strategic objectives. Manage solutions and pricing for proposals, supporting the sales process, and oversee significant revenue streams by managing multiple project managers and experienced contributors. You may also serve as an advisor or project sponsor for moderately complex engagements. Disclaimer: Certain client-facing roles may require compliance with specific immunization and occupational health mandates. Compensation: The salary range for this role is $139,400 to $291,800 per annum, with potential bonus and equity options. Oracle provides a competitive benefits package, including: Comprehensive medical, dental, and vision insurance. Short-term and long-term disability coverage. Life and AD&D insurance. Health care and dependent care Flexible Spending Accounts. 401(k) savings plan with company match. Flexible vacation and paid time off policies. Paid sick leave. Paid parental leave and adoption assistance. Employee Stock Purchase Plan. Access to financial planning services. We accept applications for a minimum of three calendar days following the posting date or until the position is filled. At Oracle, we are committed to fostering an inclusive workforce that empowers everyone to contribute. We offer flexible work-life balance options, competitive benefits, and encourage community involvement through various volunteer programs. We are proud to be an Equal Employment Opportunity Employer. If you require accessibility assistance or accommodation during the application process, please reach out for support.

Created: 2026-03-04