Oracle Cloud Infrastructure (OCI) is seeking a Senior Technical Program Manager to lead operational improvement programs across our global Repair Services organization. In this role, you will drive initiatives that improve repair quality, reduce failure rates, enhance vendor performance, and strengthen operational processes that support Oracle's cloud infrastructure.
You will work across Engineering, Quality, Supply Chain, Logistics, Customer Support, and external service providers to identify issues, implement scalable solutions, and ensure efficient, high-quality repair operations. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges, and can drive alignment across multiple teams.
Internal Responsibilities
What You'll Do
- Lead cross-functional programs that improve repair quality, turnaround times, and overall operational performance.
- Identify recurring issues within repair operations and drive root cause analysis, corrective actions, and long-term solutions.
- Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair processes.
- Establish and manage operational metrics, dashboards, governance reviews, and reporting processes to measure performance and drive accountability.
- Manage vendor performance, including service level agreements (SLAs), operational reviews, improvement plans, and issue resolution.
- Lead critical operational escalations and coordinate rapid resolution across internal teams and external partners.
- Develop and implement scalable processes, workflows, and reporting mechanisms that improve visibility and operational efficiency.
- Drive continuous improvement initiatives focused on reducing repair failures, improving service quality, and lowering operational costs.
- Communicate program status, risks, key performance indicators, and recommendations to senior leadership.
- Foster a culture of accountability, urgency, and operational excellence across the organization.
What We're Looking For
- Strong program management experience leading complex, cross-functional initiatives.
- Proven ability to drive operational improvements and deliver measurable business results.
- Experience working with external vendors and service providers to improve performance and accountability.
- Strong analytical and problem-solving skills, including the ability to identify trends and resolve systemic issues.
- Ability to influence stakeholders across multiple organizations and drive alignment in a fast-paced environment.
- Excellent communication, presentation, and stakeholder management skills.
- Experience using data and metrics to drive decision-making and operational improvements.
Minimum Qualifications
- Bachelor's degree in Engineering, Operations, Business, Supply Chain, or a related field (or equivalent experience).
- 8+ years of program management, technical program management, operations, or related experience.
- Experience leading complex cross-functional programs involving multiple stakeholders.
- Experience managing operational performance, escalations, and process improvement initiatives.
- Strong organizational, project management, and communication skills.
Preferred Qualifications
- Experience in hardware repair, service operations, warranty operations, reverse logistics, manufacturing, or supply chain environments.
- Familiarity with quality management systems, root cause analysis methodologies, Lean, Six Sigma, or other continuous improvement frameworks.
- Experience developing operational metrics, dashboards, and executive-level reporting.
- PMP, Lean Six Sigma, or related certification.
- Experience supporting large-scale cloud infrastructure, datacenter operations, or technology services environments.
Success Metrics
- Reduction in repair failure and repeat return rates
- Improved vendor SLA and quality performance
- Faster issue resolution and escalation turnaround
- Improved operational visibility and cross-functional execution
- Increased customer satisfaction and reduced operational cost
External Responsibilities
What You'll Do
- Lead cross-functional programs that improve repair quality, turnaround times, and overall operational performance.
- Identify recurring issues within repair operations and drive root cause analysis, corrective actions, and long-term solutions.
- Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair processes.
- Establish and manage operational metrics, dashboards, governance reviews, and reporting processes to measure performance and drive accountability.
- Manage vendor performance, including service level agreements (SLAs), operational reviews, improvement plans, and issue resolution.
- Lead critical operational escalations and coordinate rapid resolution across internal teams and external partners.
- Develop and implement scalable processes, workflows, and reporting mechanisms that improve visibility and operational efficiency.
- Drive continuous improvement initiatives focused on reducing repair failures, improving service quality, and lowering operational costs.
- Communicate program status, risks, key performance indicators, and recommendations to senior leadership.
- Foster a culture of accountability, urgency, and operational excellence across the organization.
What We're Looking For
- Strong program management experience leading complex, cross-functional initiatives.
- Proven ability to drive operational improvements and deliver measurable business results.
- Experience working with external vendors and service providers to improve performance and accountability.
- Strong analytical and problem-solving skills, including the ability to identify trends and resolve systemic issues.
- Ability to influence stakeholders across multiple organizations and drive alignment in a fast-paced environment.
- Excellent communication, presentation, and stakeholder management skills.
- Experience using data and metrics to drive decision-making and operational improvements.
Minimum Qualifications
- Bachelor's degree in Engineering, Operations, Business, Supply Chain, or a related field (or equivalent experience).
- 8+ years of program management, technical program management, operations, or related experience.
- Experience leading complex cross-functional programs involving multiple stakeholders.
- Experience managing operational performance, escalations, and process improvement initiatives.
- Strong organizational, project management, and communication skills.
Preferred Qualifications
- Experience in hardware repair, service operations, warranty operations, reverse logistics, manufacturing, or supply chain environments.
- Familiarity with quality management systems, root cause analysis methodologies, Lean, Six Sigma, or other continuous improvement frameworks.
- Experience developing operational metrics, dashboards, and executive-level reporting.
- PMP, Lean Six Sigma, or related certification.
- Experience supporting large-scale cloud infrastructure, datacenter operations, or technology services environments.
Success Metrics
- Reduction in repair failure and repeat return rates
- Improved vendor SLA and quality performance
- Faster issue resolution and escalation turnaround
- Improved operational visibility and cross-functional execution
- Increased customer satisfaction and reduced operational cost
