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Program Manager

2 months ago

Boise, Idaho, United States Oracle Full time
Job Description

Oracle is seeking a highly skilled Program Manager to join our team. As a key member of our Service Excellence team, you will play a critical role in driving customer support and satisfaction.

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. 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).
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.

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