Product Support Director

Director, Product Support

Oracle is seeking a Director, Product Support to provide strategic and operational leadership for mission-critical support of Oracle's Developer Tools cloud and on-premise product portfolio, including Oracle Visual Builder, Oracle Machine Learning, Oracle Marketplace Forms and Reports. This role is responsible for delivering a scalable, high-reliability, and customer-centric support experience for a global enterprise customer base. The Director will lead global teams, drive operational excellence, improve customer satisfaction, and partner cross-functionally to ensure support capabilities keep pace with product innovation and customer growth. This position plays a critical role in Oracle's cloud strategy by ensuring consistent execution, strong customer advocacy, and continuous improvement across all Product Support functions.

Responsibilities:

• Define and execute the vision and strategy for Product Support, aligned with Oracle's cloud and enterprise business objectives.
• Lead and scale global technical support teams, fostering a high-performance and inclusive culture.
• Own customer satisfaction, SLA performance, and resolution of complex, high-impact escalations.
• Drive operational excellence through standardized processes, metrics, and continuous improvement initiatives.
• Implement data-driven approaches to reduce time-to-resolution, prevent recurring issues, and improve service reliability.
• Partner with Product Management, Engineering, DevOps, and Sales to improve product quality, influence roadmap decisions, and deliver better customer outcomes.
• Lead expansion of AI and automation capabilities to improve self-service accuracy, reduce case volume, and increase operational efficiency.
• Act as an executive customer advocate, supporting strategic accounts and strengthening long-term customer relationships.
• Provide executive-level reporting and insights on support performance, customer health, and operational trends.

Required Qualifications:

• 10+ years of experience in customer support, customer success, or service delivery within enterprise software or cloud technology organizations.
• Proven experience leading large, global, technical support teams.
• Strong leadership, communication, and executive-level customer engagement skills.
• Demonstrated ability to manage escalations, SLA performance, and mission-critical services.
• Experience working cross-functionally with Product Management, Engineering, DevOps, and Sales organizations.
• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field.

Preferred Qualifications:

• MBA or advanced degree.
• Experience supporting cloud platforms (OCI, AWS, Azure), SaaS, PaaS, and complex enterprise workloads.
• Background supporting developer tools, platforms, or distributed systems.
• Familiarity with automation, AI-driven support tooling, and chatbot technologies.
• Experience driving product adoption, renewals, and long-term customer value.

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 in USD from: $109,200 to $223,400 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: medical, dental, and vision insurance, including expert medical opinion; short term disability and long term disability; life insurance and AD&D supplemental life insurance (Employee/Spouse/Child); health care and dependent care Flexible Spending Accounts; pre-tax commuter and parking benefits; 401(k) Savings and Investment Plan with company match; 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. 11 paid holidays; 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. Paid parental leave; adoption assistance; Employee Stock Purchase Plan; financial planning and group legal; voluntary benefits including auto, homeowner and pet insurance.