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Oracle Principal Program Manager, Support and Operations Customer Experience in West Jordan, Utah

Manage the development and implementation process of a specific company product.

Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.

Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Seven years of project management, product design or related experience preferred.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Job Description

Oracle Cloud Infrastructure

Principal Program Manager, Support and Operations Customer Experience

Any location

Oracle Cloud is a Generation 2 enterprise cloud that delivers powerful compute and networking performance, a comprehensive portfolio of infrastructure and platform cloud services, and the world’s only self-driving autonomous database. The comprehensive nature of Oracle Cloud is a key selection consideration for customers: the broadest cloud portfolio in the industry, delivering a complete range of production-level, cross-functional business applications for each part of an organization with information and data shared seamlessly across Oracle Cloud Applications and other systems.

A critical part of Oracle Cloud is our network availability and timely, responsive support when our customers need it. Sitting at the intersection of customer support and technical operations is our Support and Operations Customer Experience product team. We build tools, product, and processes that transform our customer relationships and our brand.

We are looking for a Principal Program Manager with a passion and skillset for delivering results. In this role you will work with internal service teams, our support and operations stakeholders, and our customer experience product team to drive improvements in our support and operations processes. You should enjoy solving ambiguous business problems, breaking them down into manageable milestones, then delivering them successfully and on time. But beyond that, you think about a future state that is more efficient and automated and build a plan to get there. You thrive and succeed in an entrepreneurial environment and are not fazed by ambiguity or competing priorities. You look around corners, anticipate bottlenecks, and are experienced at balancing business needs versus technical considerations in order to move projects forward quickly.

Responsibilities:

  • Build and continually refine a program for onboarding service teams into our Support and Operations ecosystem. In doing so, pull in multiple support and operations products and determine how they should be consumed and utilized by service teams. Where you identify programmatic gaps and opportunities, determine how to get on product teams’ roadmaps to fill them.

  • Analyze our processes and make recommendations based on data to make them better, more efficient, and reduce end customer friction. Ruthlessly edit and own continuous improvement.

  • Push against perceived norms and invent new ways of doing things

  • Continually evolve which KPIs and metrics are most impactful to the program and process we own

Qualifications

  • Excellent written and verbal communication skills; pays close attention to detail

  • Extended experience with all facets of the program management life cycle, from prompt to delivery, from narrow project management to broad management of multiple team’s projects inside a larger program deliverable.

  • Experience working across large organizations to build use cases, requirements, and roadmaps for delivery, influencing teams with competing priorities with data

  • Bachelor’s degree and 7 year of Program Management experience in a related field or industry

  • Background working in a support or operations organization

  • Problem-solving skills and the ability to draw conclusions from quantitative analysis, scope technical requirements, and effectively prioritize program deliverables

  • The ability to build partnerships with leaders and team members across a variety of groups throughout an organization

  • Demonstrated ability to self-motivate and deliver, to make decisions quickly and then iterate if changes are needed

Job: *Product Development

Organization: *Oracle

Title: *Principal Program Manager, Support and Operations Customer Experience *

Location: United States

Requisition ID: 20000O7E

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