Senior Program Manager, Oracle Health Support Operations at Oracle in Kansas City, MO, United States

Job description

• We are seeking an experienced Program Manager to drive strategic and operational initiatives across Oracle Health Federal Support. This is not a traditional project management role focused solely on schedules, milestones, and project plans. The ideal candidate brings strong knowledge of Oracle Health, Application Management Services (AMS), and/or Customer Service and Support operations and can apply that experience to improve how our organization operates and delivers for customers.
• This role will own a diverse portfolio of technical and non-technical initiatives, often managing multiple priorities simultaneously from identification and definition through implementation and measurable outcomes. Initiatives may include process and quality improvement, operational assessments and audits, support delivery optimization, implementation of new processes or tools, identification and remediation of operational gaps, and strategic programs supporting Support Delivery leadership.
• The successful candidate will be comfortable working in an environment where the path forward is not always predefined. You will use your knowledge of Oracle Health solutions, tools, support workflows, and operational processes to identify opportunities, structure ambiguous problems, bring the right stakeholders together, and drive work through completion.

Responsibilities

• Lead a wide variety of strategic, operational, technical, and non-technical initiatives across Oracle Health Support/AMS, from initial problem definition through implementation and sustained results.
• Own outcomes across multiple concurrent initiatives, establishing priorities, defining success measures, identifying dependencies and risks, and maintaining accountability through completion.
• Partner closely with Oracle Health Support and Support Delivery leaders, Client Operations, subject matter experts, Product and Engineering teams, and other cross-functional stakeholders.
• Apply deep understanding of Oracle Health tools, products, support processes, and customer service/support workflows to identify operational gaps and opportunities for improvement.
• Drive process improvement and operational excellence initiatives that improve quality, consistency, efficiency, customer experience, and support delivery.
• Assess and audit key operational processes to determine whether established processes and controls are being followed, identify gaps or areas of risk, and drive corrective actions where appropriate.
• Analyze operational challenges, identify root causes, and translate findings into practical recommendations and executable improvement plans.
• Help establish, document, standardize, and measure processes and best practices across Support organizations.
• Develop meaningful metrics and reporting to evaluate process effectiveness, identify trends, and provide leaders with actionable insights.
• Support Support Delivery leaders with high-priority initiatives, operational challenges, escalations, and cross-functional efforts requiring coordination and sustained ownership.
• Facilitate alignment and decision-making across teams with differing priorities, ensuring clear ownership, commitments, and follow-through.
• Communicate program status, risks, findings, recommendations, and outcomes effectively to both operational teams and senior leadership.

Requirements

• 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 $33.94 to $71.30 per hour; from: $70,600 to $148,300 per annum. May be eligible for equity.
• 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.
• Operational Process Gaps
• Oracle Health
• Process Improvement
• Support Process Management
• Support Strategy
• Strong experience with Oracle Health solutions and the Oracle Health support environment, including familiarity with the tools, processes, and workflows used to support customers.
• Experience in Application Management Services (AMS), Customer Support, Customer Service, Support Delivery, managed services, or a comparable service-delivery organization.
• Demonstrated ability to lead complex, cross-functional initiatives without relying solely on formal authority.
• Experience with process improvement, operational assessments, quality programs, auditing, governance, or continuous improvement.
• Strong analytical and problem-solving skills with the ability to move from identifying a problem to determining root cause, recommending solutions, and driving implementation.
• Ability to manage multiple priorities and initiatives simultaneously while maintaining attention to detail and accountability for outcomes.
• Comfortable operating in ambiguity and creating structure where processes, requirements, or solutions may not yet be clearly defined.
• Strong written and verbal communication skills, including the ability to communicate effectively with senior leaders, technical teams, operational teams, and subject matter experts.
• A proactive, ownership-oriented mindset with a demonstrated ability to identify opportunities and drive work forward without requiring extensive direction.

Skills

Required

• Operational Process Gaps
• Oracle Health
• Process Improvement
• Support Process Management
• Support Strategy

Preferred

• Comfortable operating in ambiguity
• A proactive, ownership-oriented mindset

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.
• The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.