200+ applicants

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Company

Original Job Post

Oracle · 3 days ago

Program Manager - Analytics Service Excellence

United States

Full-time

Remote

Mid Level

$74K/yr - $158K/yr

3+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Program managementCustomer supportIncident managementService operationsWorkflow managementProcess optimizationSoftware industry knowledgeOracle products knowledgeSpecifications definitionRequirements definitionProcess capabilitiesPolicies definitionRisk analysisRisk mitigationProject management principlesProject management frameworksProblem-solvingHard-working positive attitude cross-group collaborationDetail-orientedOrganizedCritical thinker communication skills

Required

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)

Benefits

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

Company

Oracle

Glassdoor

3.8

Oracle is an integrated cloud application and platform services that sells a range of enterprise information technology solutions.

Founded in 1977

Austin, Texas, USA

10,001+ employees

https://www.oracle.com

H1B Sponsorship

Oracle has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (794)

2022 (1124)

2021 (1049)

2020 (764)