Oracle Hiring for Program Manager- Global Customer Experience IC5 at Austin, Texas Full Time

Job Identification : 120549

Job Category : Business practice and Operations

Job Locations :

United States

The Corporate Systems organization, part of the Office of the CEO, oversees and executes executive-led transformative projects and initiatives. We work cross-collaboratively with the Lines of Business, Global Process Owners, Development teams, and others to help architect and/or define processes and system workflows that span Oracle functions. We need a Program Manager to orchestrate transformative change as we unify the cross-cutting ancillary systems of our customer-facing experience such as: Customer Portals, Chatbots, Account Management, Stores, Notifications, Guided Journeys, Identity, and Governance (to name a few).

What’s in it for you:

• The Big Picture and Impact – You’ll work on complex problems, that once solved, will allow us to fulfill the vision of our customers perceiving a single, unified, exceptional Oracle experience across all our products and services.

• The Details – You’ll need a ground-level understanding of a broad set of customer journeys so you can help us ensure our strategy can work for all of them

• Implementation – You’ll see this through and ensure we make transitions as seamless and future states are as intuitive for the customer as possible.

• Taking the Long View – Yes, certain things need fast fixes. There is also a strong interest to address systemic issues and to optimize for long-term customer sentiment.

• Thinking, Problem Solving, & Creativity – A day job that requires all of this!

• Work on the leading edge – We’ll be deploying technologies including machine learning and AI to address these opportunities

To excel at this position, a candidate will need to have both an affinity for and repeatedly demonstrated the abilities to:

• Think systematically with the ability to frame and communicate how systems, data, processes and people come together to create end-to-end customer experiences

• Operate globally but also understand and be conversant at a very detailed level

• Influence diverse groups of people, many of them subject matter experts or senior level, to align on optimal solutions for the customer

• Learn and improve complex customer-facing systems and processes

• Communicate and help your colleagues empathize with the customer experience for a broad set of use cases representing both business and technical personas

• Facilitate potentially delicate conversations with customers to derive the root causes of problems with the Oracle ownership experience

• Lead customer facing transformative change efforts

• Architect comprehensive communication plans that meet the needs of internal and external audiences

• Anticipate problems and obstacles before they arise and plan accordingly

• Have maximum availability between 9:00 – 3:00 Central Time USA to accommodate driving truly global initiatives

• Apply the art and science of program management

Job Responsibilities include:

• Become a solution expert, aka “fixerâ€, that all our customers wish they had working for them within Oracle when it comes to improving how our ancillary systems enable them to have the best Oracle ownership experience possible

• Communicate to any Oracle audience orally or in writing the end-to-end desired customer experience and underlying detailed requirements. As you identify gaps in our understanding, you may have to personally develop process & system flows, write descriptive narratives, and map the underlying data flows.

• Facilitate cross-functional requirements-gathering, problem solving and design sessions

• Lead customer focus groups representing various functions where we vet ideas and ascertain the finer points of the requirements

• Ensure customer-centric approach while implementing new solutions/processes.

• Act as a change management catalyst, key interface and bridge between the various Lines of Business (LOB’s) and our Development partners.

• Drive business process efficiencies, understand the levers that drive an integrated process and work across the functional organizations to deliver an optimal solution.

• Architect UAT plans and rollout strategies to ensure we test the way our systems and processes will impact a very diverse set of customers

Preferred Qualifications include:

• 10+ years in program-based work where you played a key role in driving adoption of new systems and/or processes that impacted the customer base

• 7+ years of end-to-end systems implementation. Exposure to these internal systems is an added advantage: Consoles, SPM, Oracle Store Platform, Sales Cloud, CPQ, CLM, Fusion, Service Cloud, TAS, and FM. Working knowledge of Oracle customer “corner cases†is an additional advantage.

• 2+ Years in a Customer Success Manager or Client Service delivery role where you had responsibilities for meeting and exceeding customer demands

• Excellent interpersonal, verbal, written communication, and presentation skills

• Consistency and accuracy, personal discipline and ability to work across organizations

• Team player who can work with a variety of personalities; leverage others’ expertise and share information & expertise to optimize results and meet objectives

Performs non-technical project completion using an internal customer perspective, typically from initiation through delivery.

Develops project plans and coordinates cross-functional teams through meetings and progress measurement activity which bring distinct, specific projects to completion both on time and within budget.

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. Typically 12 years of related experience to include 10 or more years of project management experience desired.

If you are a Colorado resident, Please Contact us or Email us at [email protected] to receive compensation and benefits information for this role. Please include this Job ID: 120549 in the subject line of the email.

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About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.