Senior Principal Program Manager for Customer Support (Oracle Analytics)

Job DescriptionManage 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.Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Recommends and justifies major changes to existing products/services/processes. BS or MS degree or equivalent experience relevant to functional area. Ten or more years of project management, product design or related experience needed.ResponsibilitiesOracle believes in empowering people to do more, through world class analytics. We are the Services Excellence Program Management organization within Oracle Analytics, responsible for innovating, building and supporting the service management capabilities that enable our products.Our vision is to make our products world class services through the principles of customer experience first, scalability, availability, reliability and security. We invest in the development of process and technology to optimize our services.We are seeking a Senior Principal Program Manager to drive our customer support ecosystem. This candidate must have a proven track record in excellence and can partner effectively to drive impact. You will be responsible for understanding customer (internal/external) and partner requirements within the context of the overall business and transform them into high value capabilities for our customer support pillar. You will partner closely with our customer support team as well as varying engineering teams to drive improvements. 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 working closely with engineers. The successful candidate will 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.ResponsibilitiesOwn/define/drive/participate in array of initiatives/deliverables across customer support. This will coincide with our other service management capabilities, processes and technologies, which includes monitoring, QoS management, and Incident management.

Gather requirements and define/deliver proper solutions (process + tech) with the mindset of reliability, quality, extensibility and scalability.

Influence direction of solutions with a strategic view on future aspirations

Ensure proper business case/ROI has been done for feature prioritization

Effectively manage prioritization discussions as they relate to features/requirements and roadmap; Work with partner teams to determine service strategy and prioritize features/process changes

Manage expectations, alignment and communications with customers and stakeholders through cadenced meetings, reports, statuses, reviews etc.

Build out customer support analytics. This includes KPIs, metrics, dashboards, and reporting. The PM should be able to use data to speak to the efficacy of their processes and capabilities and subsequent improvements.

Required Qualifications7+ years of Program Management experience in customer support in software/IT industry ideally cloud.

5+ years of experience in workflow management and process optimization.

3+ years of experience using analytics – using data to inform decisions and investments

Experience in defining functional specifications for applications, processes and capabilities

Ability to learn quickly and work independently while dealing with ambiguous situations, with a strong positive attitude

Strong cross-group collaboration in solving 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

Preferred Qualifications

2+ years of experience in service management, devops or SRE

Bachelor’s degree required. Masters preferred.

Knowledge/background in software industry products/services/applications required with knowledge of Oracle’s products/services/applications preferred

About UsDiversity and Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.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