Product Manager, Customer Support Experience

The MOS on Fusion Service stands as the most substantial evolution in working methodologies and technological advancements within Oracle Support. As the principal leader in this initiative, the role encompasses spearheading the planning and execution of change management initiatives aimed at our customer base. Ideal candidates must demonstrate a proven history of effectively engaging with executive stakeholders and possess expertise in crafting and executing change readiness strategies tailored for complex programs. Additionally, they should showcase a profound understanding of process management principles and possess the ability to collaborate seamlessly across diverse teams to develop holistic solutions. Furthermore, they will be tasked with crafting and implementing internal and external campaigns, assuming responsibility for messaging coherence during the transition phase and subsequent communications as we introduce further functionalities to our product. Ensuring alignment between messaging and training team materials will also be a crucial aspect of this role.

As a member of the product development division, you will analyze and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.

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. 10 years of software engineering or related experience.

Career Level - IC4

Product Manager for support.oracle.com. Drive product specifications, new product introduction and or strategy. Gather and analyze information to define product specifications and review design specifications. Communicate product strategy and functionality. Initiate and foster relationships with other groups. Review product documentation and collateral. Ensure successful product releases based on corporate priorities.

Responsibilities:

• Define the product strategy and external launch campaign
• Work with training to deliver documentation with prioritized features
• Work to integrate with internal products and services to enhance customer effectiveness
• Coordinate product acceptance testing efforts
• Be an expert with respect to the competition (industry direction)
• Act as a leader within the company
• Provide management with analysis and reports and respond to questions and requests from management

Requirements:

• Good understanding of Customer Support Experience
• Demonstrated success defining and launching excellent products
• Demonstrate a successful track record of engaging with executive stakeholders.
• Possess experience in developing and implementing change readiness strategies for complex programs.
• 10+ years of experience Implementing/Supporting Oracle CRM/ERP applications.
• Experience in design and development of SaaS and PaaS applications
• Excellent written and verbal communication skills
• Strong Team player in taking ownership of issues and resolving them
• Bachelor’s or Master's degree in relevant functional area, with 10 years software engineering or related experience
• Proven ability to influence cross-functional teams without formal authority
• Expertise in the product or market including specific technical or industry knowledge
• Superior project management and interpersonal skills
• Ability to maintain a keen attention to detail, multitask and work well under pressure