Program Manager

1 week ago

Montgomery, Alabama, United States Oracle Full time
Job Description

Oracle is seeking a highly skilled Program Manager to join our team. As a Program Manager, you will play a critical role in driving customer support and service excellence within our organization.

Key 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.
Requirements
  • 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; Master's 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)
Benefits

Oracle offers a comprehensive benefits package, including medical, dental, and vision insurance, short-term disability and long-term disability, life insurance, and AD&D. We also offer a 401(k) Savings and Investment Plan with company match, flexible vacation, paid time off, 11 paid holidays, paid sick leave, paid parental leave, adoption assistance, employee stock purchase plan, financial planning, and group legal services.

Oracle is an Equal Employment Opportunity Employer and welcomes applications from diverse candidates. We are committed to expanding our inclusive workforce and promoting diverse insights and perspectives.

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