Job Description
The vision of Oracle Analytics Service Excellence is to enable our products to be world class services through the principles of customer experience first, customer enablement, support, scalability, availability, reliability and security. We invest in our services to enable our customers to be successful with our products.
We are seeking a Program Manager who has a proven track record in customer support and can partner effectively to drive impact. You will be responsible for understanding customer and partner requirements within the context of the overall business and transform them into high value capabilities. You will work with internal/external partner teams to align vision, define objectives, manage risks, create functional solutions, define/implement plans, and ultimately deliver impact. It is the expectation that the PM becomes a SME in the space influencing the direction, strategy, and design of the solutions. The successful candidate will be customer focused, have excellent written and oral communication skills, cross-organizational and project management skills and thrive in a highly innovative, fast paced, evolving and ambiguous environment.
Career Level - IC3
Responsibilities
RESPONSIBILITIES
- Develop and execute improvement programs for customer support, ensuring alignment with Oracle Analytics Service Excellence objectives
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Lead programs to enhance Customer Experience and Total Time to Resolution
- Drive projects and collaborate with cross-functional teams to implement new processes, trainings and capabilities, aimed at enhancing customer support experience and efficacy
- Ensure compliance with company policies and industry regulations in all customer support activities
- Ensure proper business case/ROI has been done for feature, process or capability prioritization
- Effectively manage prioritization discussions as they relate to requirements and roadmap;
- Manage expectations, alignment and communications with customers and stakeholders through cadenced meetings, reports, statuses, reviews etc.
Required Skills
- Proven experience in program management, preferably within customer support, incident management or service operations
- 3+ years of experience in workflow management and process optimization
- Bachelor’s degree required. Masters preferred or relevant work experience
- Knowledge/background in software industry products/services/applications required with in-depth knowledge of Oracle’s products/services/applications preferred
- Experience in defining specifications and requirements for processes, capabilities and policies
- Ability to learn quickly and work independently while dealing with ambiguous situations, with a strong positive attitude
- Strong cross-group collaboration to solve complex problems
- Ability to anticipate and analyze risks and develop mitigation plans
- Detail-oriented, organized, critical thinker
- Understanding of the principles and frameworks of successful project management
- Strong communication skills (written and verbal)
Qualifications
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: from $74,100 - $158,200 per year. 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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.
Disclaimer:
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.
- Which includes being a United States Affirmative Action Employer
