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About the role
Product Support Manager - Patient Portal (Night Shift)
MAKATI, METRO MANILA, Philippines
- Job Identification331284
- Job CategorySupport
- Posting Date04/16/2026, 04:27 PM
- RolePeople Manager
- Job TypeRegular Employee
- Does this position require a security clearance?No
- Years6 to 10+ years
- Additional InfoVisa / work permit sponsorship is not available for this position
- Applicants are required to read, write, and speak the following languagesEnglish
Job Description
As a Manager in the Patient/Consumer Support space, you will lead a team of analysts that supply phone, chat, and ticket support to patients using the Oracle Health Patient Portal solution. In this role, your responsibilities will include hiring, onboarding, planning, and directing the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department. As well as communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. Utilizing your knowledge of ideal outputs for Oracle Health, you will identify and lead team-level quality and process improvement initiatives. Leadership aspects include consistent and timely training, guidance, and feedback to encourage associate success, providing input on staffing and performance decisions for direct reports, and overall supervision of associates on your team.
Responsibilities
- #LI-DNI
Job Overview
Your responsibilities will include providing technical and functional leadership to your team and business. You will be responsible for driving the team's high quality support delivery via queue management and internal quality auditing of tickets and phone calls. Additionally, you will use your knowledge and skills to develop team members to achieve individual and team goals. You will communicate and implement plans for the team to deliver on operational targets and objectives.
- Managing and supporting a team handling customer/patient service requests and incidents
- Ensuring all support work is properly handled, documented, and escalated when necessary
- Maintaining quality standards for team and meeting customer SLAs
- Acting as an escalation point for complex issues
- Reviewing team performance and guiding them towards clear objectives
Job Requirements
- College/University Degree
- Extensive experience in Customer Service/Tech Support role in a BPO/Shared Services and related industries
- Experience in actual people management in customer service set-up in a BPO/Shared Services and related industries. Must be an actual Team Lead/Manager and have direct reports and has great exposure with performance management and related tasks
- Experience in IT Service Management systems, such as Service Now, and Contact Center Solutions and related tools
- Experience working on North America accounts and shift is preferrable
- Experience with Healthcare account is an added plus but not required
- Must be willing to work on a fixed night shift schedule (M-F US Business Hours, 9pm/10pm/11pm start times)
- Hybrid Set-Up reporting out our Makati Office 1-3x a week as necessary
Qualifications
- Career Level - M2
Required Skills
- Customer Focus
- Employee Experience
- Knowledge Management
- Performance Management
- Technical and Functional Support
- Workflow Documentation
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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