Job Summary: The Regional Leader for Latin America in Oracle Customer Success Services (CSS) will oversee customer delivery, recruitment, talent management, business development, and regional escalations. This role requires building and managing a scalable, 24x7 delivery organization that closely collaborates with the India-based delivery team to meet customer needs.

Key Responsibilities:

Customer Delivery Management:

Ensure the delivery of high-quality customer services and solutions. Monitor and improve customer satisfaction and service levels. Develop and implement strategies to enhance service delivery and customer experience.

Recruitment and Talent Management:

Identify, recruit, and retain top talent to build a strong regional team. Develop and execute talent management and development plans. Foster a culture of continuous learning and professional development.

Business Development:

Assist in identifying and developing new business opportunities in the region. Collaborate with sales and marketing teams to drive growth and expand market presence. Develop and maintain strong relationships with key stakeholders and customers.

Regional Escalations:

Manage and resolve regional customer escalations effectively and efficiently. Implement preventive measures to reduce the frequency of escalations. Ensure timely and satisfactory resolution of customer issues.

Building Relationships and Support:

Build and nurture relationships with internal and external stakeholders across the region. Ensure cross-functional support and collaboration to meet business objectives. Act as a liaison between the regional team and global CSS leadership.

Organizational Development:

Build and lead a scalable organization capable of 24x7 operations. Develop and implement processes and systems to support the growth and scalability of the team. Ensure the team is equipped to meet the evolving needs of customers and the business.

Collaboration with India-Based Delivery Organization:

Work closely with the India-based delivery organization to ensure seamless service delivery. Align regional strategies and operations with global delivery practices. Leverage the strengths of the global delivery organization to enhance regional performance.

Qualifications:

Bachelor’s degree in Business Administration, Information Technology, or a related field; Master’s degree preferred. Relevant experience in the industry Proven experience in a leadership role within customer success, service delivery, or a related function. Strong understanding of the Latin American market and business environment. Excellent leadership, communication, and interpersonal skills. Ability to manage complex projects and multi-functional teams. Experience in a 24x7 operational environment. Fluency in Portuguese, Spanish and English

Preferred Skills:

Knowledge of Oracle products and services. Strong problem-solving and conflict resolution skills. Experience in managing remote and distributed teams. Ability to work in a fast-paced, dynamic environment.

Language:

Fluent English, Portuguese and Spanish is a must. 

Location:

This role is based in Latin America and may require travel within the region and to other global offices.

Application Process:

Interested candidates should submit their resume and cover letter detailing their relevant experience and why they are a fit for this role.

Career Level - M5