Senior Manager, Support Engineering (Business Process Optimization, Federal Leadership)

Federal Customer Support Leader

Leads a rapidly growing, high-visibility Federal Customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. Manages managers and individual contributors while building the leadership capacity, operational discipline, and team capability required to scale successfully.

Oversees Command Center operations and serves as a senior escalation point for complex customer-impacting issues. Ensures the organization delivers timely intake, triage, issue resolution, escalation, communication, and coordination across internal teams and customer stakeholders.

Owns the operating model, staffing strategy, performance, and operational results for the organization. Partners closely with Workforce Management and leaders across Federal and Commercial Support to plan coverage, manage changing demand, respond to volume spikes, and deploy resources where they can have the greatest business impact.

This role requires a strong operational leader who can communicate clearly with senior executives and customer stakeholders, use data to drive decisions, and lead teams through fast-moving, high-visibility situations. The leader will help shape a growing organization and create meaningful development and advancement opportunities for managers and individual contributors.

Responsibilities

Customer Service and Support Advocacy:

• Leads Command Center operations and customer support delivery for Federal Customers, ensuring timely, accurate, and effective service.
• Serves as a senior escalation point for significant customer-impacting issues, operational risks, and complex support situations.
• Establishes standards for customer engagement, issue handling, communication, documentation, and shift handoffs.
• Ensures customer-reported issues are accurately documented, assigned, tracked, communicated, and resolved or routed to the appropriate technical, consulting, or product team.
• Builds strong working relationships with customer stakeholders, Support Engineering, Consulting, Federal Support, Workforce Management, and other internal partners.

Problem-Solving and Resolution:

• Oversees the resolution and escalation of high-impact support issues, ensuring clear ownership, timely action, accurate status communication, and appropriate handoff through closure.
• Identifies recurring issues, volume drivers, operational gaps, and customer-impact trends. Leads cross-functional action plans to improve outcomes and reduce recurrence.
• Coordinates with consulting, technical, product, infrastructure, quality assurance, and development teams to address complex issues and implement long-term solutions.
• Ensures escalation paths, decision rights, response expectations, and communications protocols are clear and consistently followed.
• Provides concise, executive-ready updates on material incidents, operational status, customer impact, risks, recovery actions, and decisions needed.

Operational Leadership and Resource Management:

• Leads a growing organization of managers and individual contributors. Builds a scalable leadership structure that provides appropriate oversight, coaching, and accountability as the organization expands.
• Owns staffing strategy, operational readiness, employee deployment, performance, and results for the organization.
• Partners with Workforce Management to develop staffing plans, schedules, forecasts, capacity plans, contingency plans, and coverage models.
• Partners with leaders across Federal and Commercial Support to align resource deployment with business needs and customer commitments.
• Builds leadership capability and succession plans that support organizational growth, team development, and advancement opportunities.

Performance Monitoring and Management:

• Defines and monitors operational KPIs, including contact volume, service levels, ticket intake and routing, resolution progress, backlog, escalations, customer-impact trends, and staffing performance.
• Establishes real-time operational reporting and an executive update cadence that clearly communicates performance, customer status, emerging risks, key decisions, and required actions.
• Uses data to identify capacity constraints, performance gaps, recurring issue drivers, and opportunities to improve staffing, workflows, and customer experience.
• Leads operational reviews and converts findings into measurable improvements for customer support and service delivery.

Documentation, Knowledge, and Process Improvement:

• Directs the development and maintenance of operating procedures, escalation paths, contact trees, shift handoff processes, and customer communication templates.
• Ensures documentation is accurate, practical, and consistently used across the organization.
• Drives knowledge management and training that prepare employees to handle customer inquiries, identify critical issues, and follow established triage and escalation processes.
• Leads continuous improvement initiatives that improve the speed, quality, consistency, and transparency of support delivery.

Core Responsibilities

Planning & Execution:

• Leads complex operational initiatives across teams, ensuring staffing, readiness activities, timelines, risks, dependencies, and deliverables are actively managed.
• Establishes and executes operating plans that support customer commitments, business priorities, resource readiness, and organizational growth.
• Adjusts operational plans quickly in response to changing volumes, customer impact, staffing constraints, or business priorities.

Collaboration & Partnership:

• Drives strong partnerships across Support Engineering, Consulting, Federal Support, Commercial Support, Workforce Management, Product Development, Infrastructure, and executive leadership.
• Aligns teams on operating expectations, issue ownership, escalation paths, resource deployment, and customer communication.
• Builds credibility with senior stakeholders through clear communication, disciplined execution, and sound judgment.

Problem Solving:

• Leads teams in resolving complex operational and customer-support issues where rapid coordination and clear decisions are required.
• Reviews critical issues, interprets complex data, identifies root causes, and directs actions that reduce customer impact and prevent recurrence.
• Balances immediate customer needs with broader business requirements, ensuring resources are deployed where they have the greatest impact.

Continuous Learning:

• Builds a team culture that values preparation, accountability, knowledge sharing, and continuous learning.
• Identifies skill gaps and develops training plans that improve readiness for customer support, triage, escalation management, operational reporting, and cross-functional coordination.
• Coaches managers and individual contributors to strengthen operational judgment, customer focus, data fluency, and leadership capability.

Continuous Improvement:

• Leads the development and implementation of process improvements that increase the efficiency, consistency, and quality of support operations.
• Uses performance data, employee feedback, customer feedback, and operational findings to prioritize improvement opportunities.
• Ensures successful practices are standardized and applied across the organization.

Performance and Development:

• Drives performance through clear expectations, regular feedback, coaching, and accountability aligned with Oracle performance management processes.
• Develops managers and individual contributors to build a strong leadership pipeline and support career growth.
• Leads hiring, talent planning, promotion readiness, and succession planning to maintain the capacity and leadership coverage required by the business.

Required Qualifications

• Demonstrated experience leading customer support, service delivery, command center, contact center, or technical operations teams.
• Experience managing managers and individual contributors in a high-volume, high-visibility, time-sensitive environment.
• Strong executive communication skills, including the ability to communicate operational status, customer impact, risks, trends, and recommended actions to senior and executive leaders.
• Strong analytical skills and experience using KPIs, operational reporting, and workforce data to make staffing and performance decisions.
• Experience partnering with Workforce Management on forecasting, scheduling, capacity planning, and coverage models.
• Demonstrated ability to lead cross-functional teams, manage escalations, and coordinate issue resolution across technical and business organizations.
• Ability to operate effectively in a dynamic environment with changing demand, competing priorities, and critical customer commitments.

Terms and Conditions

• U.S. citizenship is required.
• Must be eligible to complete required background investigation and public trust or other applicable federal access requirements.
• Role requires support for overnight, weekend, and other non-standard business hours as needed to meet business and customer requirements.
• Kansas City is the primary preferred location.