The posting
Job Description
Shapes and leads Oracle’s AI for Support technical programs, scaling automation and data harvesting to deliver trusted, actionable knowledge to GenAI agents. Enables customers to resolve issues through self-service and equips support engineers with timely insights that reduce manual effort and cognitive load, accelerating issue resolution.
Partners with senior leadership to shape strategic roadmaps, prioritize investments, and translate business goals into technical scope, milestones, and measurable outcomes. Aligns execution across Oracle service teams, GenAI teams, engineering organizations, and diverse ticketing platforms, driving highly complex initiatives from strategy through delivery and adoption.
Guides cross-team technical decisions for automated data collection, knowledge pipelines, and agent integrations, establishing expectations for data quality, freshness, security, and relevance. Manages dependencies, removes bottlenecks, and serves as the escalation point for program risks and delivery issues.
Drives continuous improvement through automated reporting and insights that measure self-service success, engineer productivity, knowledge effectiveness, and time to resolution. Establishes scalable practices and clear accountability across teams to deliver sustained improvements in customer and support experiences.
Responsibilities
Key Responsibilities
Technical Management and Execution - Technical Management:
– Leverages technical knowledge to identify risks, manage scope, estimate program timelines, request feasibility, testing requirements, and determine appropriate resources.
– Designs and shapes the strategy for product or service delivery, ensuring alignment with the third party, security, export, and accessibility compliance requirements.
– Integrates program demands and resourcing.
– Leads rapid response to the most critical security escalations, coordinating across teams and departments and serving as the primary point of contact to executives to assess risk, determine comprehensive mitigation strategies, and ensure alignment and execution of the most effective path to resolution.
– Leads the transformation and optimization of processes to ensure the highest reliability and resilience of products or services.
Technical Management and Execution - Technical Strategy and Execution:
– Utilizes technical knowledge to identify and manage program dependencies and risks.
– Supports rapid response to escalations, coordinating within team and communicating to senior team members to assess risk, determine mitigation strategies, and execute the optimal proposed path to resolution.
– Shapes overall planning activities, ensuring alignment with enterprise architecture.
– Defines and enforces delivery standards and guidelines, ensuring security, scalability, and alignment with best practices.
– Develops Line of Business (LOB) strategies for change management and/or incident response to enhance operational efficiency.
Program Oversight - Strategy and Decision-Making:
– Leads the alignment of priorities with customers, service, and stakeholder teams through regular reporting to stakeholders and senior leadership.
– Establishes scope and milestones, aligning to the broader program plan and company strategies and goals, managing efforts between cross-functional teams to deliver programs or services.
– Leads efforts to define and monitor key performance indicators (KPIs) and measurement methods for LOB performance.
– Develops and communicates a comprehensive and strategic communication strategy of highly complex objectives to partners and customers.
Program Oversight - Program and Operations Management:
– Shapes and leads both technical and non-technical programs and highly complex, cross-organizational programs impacting products and business.
– Guides and mentors program staff (e.g., development, release management, customer success), providing expert technical support and strategic direction on removing barriers, including risks and issues in workflows.
– Provides guidance on developing and maintaining comprehensive program documentation (e.g., status reports, program plans) and develops risk mitigation strategies.
– Ensures attention to detail, including security and quality, in program management, from planning to execution and reporting.
– Chairs regular program status meetings, fostering collaboration and driving effective communication across teams and leaders.
– Partners with leadership to set service level agreements (SLAs) and productivity benchmarks aligned with long-term business goals.
– Shapes and leads forecasting program demands, funding, and resourcing.
– Leads the deployment of change management for programs, such as priority, scope, scheduling, development, requirement changes, and support.
Program Oversight - Risk Management:
– Drives the management of and responses to issues, bottlenecks, and risks, serving as a point of escalation for all issues.
– Develops plans based on the results of cost assessments, benefits analysis, and return on investment (ROI) to improve decision-making and risk mitigation strategies.
– Makes strategic decisions, balancing business needs, technical constraints, and long-term goals.
– Removes critical blockers for the program and determines optimal technical and resource options to drive the successful delivery and adoption of solutions.
Process Efficiency - Process Optimization:
– Shapes program improvement strategies, leveraging best practices to drive transformational change and optimize processes across the LOB.
– Leads the development and optimization of program objectives and workflows, while orchestrating the deployment of cross-functional solutions to address complex business problems.
– Collaborates with management to innovate and optimize processes and procedures to drive achievement of LOB goals.
Process Efficiency - Continuous Improvement:
– Champions LOB-wide integration of continuous improvement within programs, ensuring alignment of insights across many workstreams with business objectives and operational efficiency goals.
– Establishes and champions best practices for leveraging data insights at scale, influencing senior leadership decisions.
– Leads the development of innovative business-critical improvements to the solution's availability and reliability.
– Iterates processes based on feedback and KPIs, analyzing results through retrospectives.
– Defines requirements and configurations of existing and new development tools, where applicable.
Collaboration and Program Leadership - Cross Functional Collaboration:
– Shapes collaboration across multiple teams, ensuring alignment of priorities and program goals.
– Leads process improvements across the LOB, working with senior leaders to implement team-wide efficiency-driven solutions.
– Communicates strategic program updates and insights to leadership teams, shaping decisions at the LOB level.
– Develops and refines engagement approaches for key stakeholders, ensuring informed decision-making at scale to improve program planning and execution.
Collaboration and Program Leadership - Program Leadership:
– Shapes and leads programs to optimize organizational efficiency.
– Provides visionary technical direction and mentorship to cross-functional teams.
– Drives transformative change at all levels of the LOB, from initiation through delivery, while ensuring alignment with strategic goals.
– Ensures that the program team and other stakeholders are aligned with the program goals and motivated, identifying and addressing conflicts and issues.
Data and Analysis:
– Shapes and directs the automation of comprehensive reporting, collaborating with development teams to drive continuous improvement of reports, dashboards, forecasts, and models for program execution.
– Utilizes data insights to solve highly complex problems impacting the success of the program(s), including adherence to SLAs.
– Conducts analysis on a large number of data sources with high complexity, which may include competitive analysis, trend analysis, and KPI analysis, to drive data-informed decisions to support the program goals, presenting findings with immediate teams stakeholders.
Stakeholder Engagement:
– Shapes the strategic direction of collaboration efforts across stakeholder teams for high-impact programs.
– Serves as a trusted advisor to senior stakeholders, ensuring alignment between program priorities and business objectives.
– Defines strategies for enhancing customer engagement, aligning service offerings with evolving business needs.
– Drives large-scale product and process enhancements, influencing and guiding the LOB.
– Develops and presents advanced strategies to mitigate risks to customer satisfaction, assessing the impact of mitigation efforts on broader group objectives.
– Leads the alignment of varied priorities and Oracle commitments, ensuring optimal coverage and response to customer needs, minimizing organizational risk to programs.
Core Responsibilities
Planning & Execution:
– Manages and provides direction on timelines, deliverables, and budgets when applicable for critical high-impact projects or initiatives that impact the line of business, ensuring timely completion and adherence to requirements. Anticipates and plans for shifts in resources or timelines based on changing business priorities, ensuring optimal outcomes.
Collaboration & Partnership:
– Influences cross-functional leaders and external stakeholders to gain alignment on strategic objectives. Fosters partnerships with key business leaders, stakeholders, and/or customers, identifying opportunities for expanding partnerships and promoting long-term organizational success. Champions transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.
Problem Solving:
– Leads specialized, advanced problem-solving efforts, serving as an escalation point for complex issues. Guides others to leverage innovative data-driven techniques to address ambiguous or novel issues, identify root causes, and drives the implementation of solutions that prevent future issues.
Continuous Learning:
– Leverages deep industry knowledge and expertise to serve as a thought leader within the organization. Contributes to the advancement of the field or industry through thought leadership (e.g., conference presentations, white papers, research contributions). Maintains and evolves expertise in relevant areas by proactively monitoring emerging trends, technologies, and industry standards, ensuring the organization remains current with best practices. Champions continuous learning and knowledge sharing, promoting professional development across teams. Applies new knowledge to drive advancement and mentors others to do the same.
Continuous Improvement:
– Develops innovative solutions and drives the implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the organization. Evaluates effectiveness of updated approaches and methods for continued improvement to enhance efficiencies and ensure changes align with organizational goals. Designs and develops metrics to measure success of improvement initiatives.
Performance and Development:
– Serves as a subject matter expert regarding talent needs and organizational talent strategy. Imparts leadership and expert knowledge throughout the talent development pipeline including candidate interviews, candidate assessment, and hiring decisions, ensuring alignment with organizational talent strategy.
Qualifications
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $116,600 to $264,100 per annum. May be eligible for bonus, equity, and compensation deferral.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. 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. 9. 11 paid holidays 10. 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. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.
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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.
