Support Program Manager

Job Description

At Oracle Support Services we’re proud to build innovative products that meet the current and future needs of Oracle’s Support organization. To help us continue to innovate customer support by leveraging Oracle Cloud products, we’re in search of an experienced program manager to join our multi-disciplinary team. As an ideal candidate, you will have a keen eye for gaps in our current solutions and the innovative mindset to fill them by defining, designing and leading the establishment of new systems, processes and capabilities. You have a proven ability to collaborate effectively across functions and lines of business to define requirements, monitor projects and deliver solutions that will improve consumer experience and grow Oracle’s market share.

Objectives of this Role

• Provide program and project management expertise for projects, products and initiatives
• Drive the execution of product lifecycle processes for products, including product research, planning, positioning, roadmap development, requirements development, and product launch
• Translate product strategy into detailed requirements for prototype construction and final product development by engineering teams
• Proactively identify opportunities for product and process improvements and provide recommendations to program leadership
• Accurately analyze, define and prioritize Support’s requirements, in collaboration with stakeholders and development, using qualitative and quantitative measures to define business impact and success criteria
• Define or contribute to testing, training, processes and communications needed to ensure successful rollout
• Analyze utilization data to develop strategies, and define product objectives for effective marketing communications across Oracle Support
  
  
  

Career Level - IC3

Responsibilities

Daily Responsibilities

• Proactively identify gaps in our current solution and potential paths to resolve them
• Analyze Support needs, current capabilities, and potential solutions from an ROI and build perspective
• Analyze product requirements and develop appropriate programs to ensure requirements are achieved
• Develop, implement, and maintain production timelines across multiple departments
• Appraise new product ideas and participate in development of appropriate to-market plans
• Collaborate closely with the engineering teams on the development, QA, and release of Support products to ensure success for the entire organization
• Actively participate in the testing of new features, fixes and releases
• Respond to routine questions and perform troubleshooting on issues encountered by internal users of the support systems
  
  
  

Skills And Qualifications

• Demonstrated program and project management skills
• Experience identifying and defining requirements
• Proven ability to collaborate and manage effectively across functions and lines of business
• Ability to research, document and explain complex concepts and processes to individuals and teams with varying degrees of expertise
• Exceptional English writing and editing skills combined with strong presentation and public speaking skills
• Bachelors degree in Computer Science or equivalent experience in a related field
  
  
  

Preferred Qualifications

• Previous experience with MOSFS or Oracle Fusion Service
• Previous software and/or web development experience
• Proven experience working as a product developer or project manager in a non-managerial role
• Demonstrable knowledge and experience in defining and deploying Enterprise level applications
  
  
  

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40 years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing accommodation-request_mb@oracle.com or by calling 1 888 404 2494 in the United States.

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.