HireMO

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

KeyResponsibilities

TechnicalManagement 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.

TechnicalManagement 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.

ProgramOversight - 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.

ProgramOversight - 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.

ProgramOversight - 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.

ProcessEfficiency - 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.

ProcessEfficiency - Continuous Improvement:

-

Champions

LOB-wide integration of continuous improvement within programs, ensuring alignment

of insights across many workstreams with business objectives and operational

efficien...

Apply Externally

Jobs

Lead Principal Technical Program Manager

Summary

You Need a MO Jobs Account First

Jobs

Jobs

Lead Principal Technical Program Manager

Summary

Do You Have a MO Jobs Account?

First, Let's Find Your MO Jobs Account

Create an Account to Apply

You Need a MO Jobs Account First

HireMO Terms of Use

1. Acceptance and Changes

2. A No-Cost Public Workforce Service

3. Eligibility, Youth, and Authority

4. Accounts and Security

5. Accuracy Attestation and Program Information

6. Job Seeker Terms

7. Employer Terms

8. Assessments and Matching

9. Artificial Intelligence Features

10. Public Records and Required Notices

11. User Content and Permissions

12. Acceptable Use

13. Intellectual Property and Government Marks

14. Other Users and Third-Party Services

15. Electronic Communications

16. Suspension, Termination, and Records

17. Disclaimers

18. Limitation of Liability and Sovereign Immunity

19. Employer Indemnification

20. Governing Law and General Terms

21. Contact, Accessibility, and Complaints