Program Manager- Global Customer Experience

Company: Oracle
Location: Albuquerque
Posted on: April 11, 2021

Job Description:

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. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Prefer 8 years of project management or related experience. *This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.* *Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.* 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. We also drive the development of tools that span Oracle functions. We need a Program Manager who will initially help us launch and stabilize the internal deployment of two new applications: Customer Success Platform (CSP) and our forthcoming Customer Lifecycle Management 2.0 which will each be used by thousands of our colleagues. What's in it for you: * *_The Big Picture_*- You'll work with ALL of our Customer data on new platforms that provide Oracle employees a 360 degree view of each customer. Opportunity to build and own the plan to drive corporate-wide adoption across many functions. * *_Networking_*- You'll become a trusted advisor to users within most of our functions as they utilize customer data. * *_Thinking, Problem Solving, & Creativity_*- A day job that requires all of this! * *_Impact_*- You'll be leading an effort to empower 1000s of Oracle employees to better understand our customers and drive engagement. You'll save them countless hours and the better you enable them, the more effective and efficient they will be. * *_Work on the leading edge_*- You'll be working with two brand new internal tools that are super-fast, look great, and provide a great UX. To excel at this position, a candidate will need to both have an affinity for and effectively: * Enjoy using and enabling others to use data analytics tools. Like the proverb, you will truly be enabling your colleagues "to fish on their own" when it comes to answering questions about our customers. * Think systematically to understand how all our data flows from our systems of record through to the application's UX. You're going to hear "the tool is not working" and we need you to help us quickly triage between technical tool problems (that get solved by Development) and users who don't fully understand the expected behavior of our sometimes-complex datasets. * Deliver exceptional customer service * Enforce Company policies around data stewardship * Orchestrate development and deployment of basic training that helps people better understand these tools and the data within * Become the Oracle CSP and CLM 2 resident expert * Foster a community of functional CSP/CLM 2.0 Operations leaders to empower them to serve their respective communities * Facilitate processes to help us prioritize enhancement requests that balance the need for: a more faceted security model, greater data breadth and more functionality * Anticipate problems and obstacles before they arise and plan accordingly * Have maximum availability between 9:00 - 12:00 Central Time USA * Demonstrate both the art and science of program management *Job Responsibilities include:* * Serve as the "face" for both tools (CSP and CLM 2.0) as your drive their company-wide adoption * Build and foster a community of CSP Operational leaders/ superusers who can lead adoption and address their tool-related issues within their respective functions * Play a leading role in helping us quickly diagnose and triage support requests * Develop and maintain the set of self-help tools to enable users * Build and deliver communication and training when necessary especially when it comes to product enhancements * Ensure governance around data stewardship is being met * Coordinate UAT & release management activities between various business stakeholders and technical teams * Assist in the effort to capture requirements around new data sets including: Voice of the Customer (surveys and referrals), comprehensive customer health, and guided journey recommendation data created by our bots * Shape the prioritization of enhancements to deliver maximum value to Oracle *Preferred Qualifications include:* * 8 years in program-based work where you played a key role in driving adoption of new systems and/or processes * 5 years of end-to-end systems implementation. Exposure to these systems is an added advantage: CLM, SPM, Fusion, MOS, Service Cloud, TAS, 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 * Experience troubleshooting and finding problems in data flows * 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 **Job:** **Business Operations* **Organization:** **Oracle* **Title:** *Program Manager- Global Customer Experience * **Location:** *United States* **Requisition ID:** *210006DD*

Keywords: Oracle, Albuquerque , Program Manager- Global Customer Experience, Executive , Albuquerque, New Mexico