Technical Product Manager, Field Support

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Cruise is seeking to hire an experienced and motivated Technical Product Manager for Oracle Customer Experience, including Field Support and Issue and Incident Management.  The role is centralized within the Operations Technology (OpsTech) team within the IT Enterprise Business Technology organization and will report directly to the Manager of OpsTech. The OpsTech team owns Cruise’s internal operational systems infrastructure. We select, implement, and maintain the applications, platforms, and tools that enable the Market and Service Ops, Procurement, Finance, and Legal teams to do their best work. We do this by building world class technical solutions that are prepared to scale, are developed on a common set of data, and are seamlessly integrated.

If you are looking to enable key technology solutions in a capability area that is critical to Cruise’s continued success and growth into new markets, join us. 

What you’ll be doing:

• Acting as the primary point-of-contact for all Field Support and Issue and Incident Management applications, primarily Oracle Fusion Service within the Oracle Customer Experience (CX) Platform

• Leading a highly visible project by overseeing consulting teams’ deliverables, tracking to key milestones, resolving risks, and facilitating testing activities

• Developing the IT strategic roadmap to support all applications - current and future - including resource planning and scope definition

• Running end-to-end delivery from capturing functional requirements to influencing design to overseeing the technical build and testing activities with key input from your business partners

• Maintaining the product backlog, inclusive of minor enhancements, tech enablement initiatives, and operational support activities

• Communicating attainable deadlines while considering on-going, regular system maintenance such as user management, master data updates, and production support

• Participating in cross-functional strategic initiatives to identify impact and assist with inbound / outbound integration of other applications

• Delivering continuous transformation by identification and design of both system and process improvements

• Collaborating with Product Operations and Market Operations to support team wiki pages, job-aids, and training materials, when needed
   

What you must have: 

• Passionate, thoughtful, team oriented skilled professional

• 6+ years of experience with Oracle Fusion Service (Oracle CX Platform); similar experience with other CX solutions will be considered (e.g. Salesforce) 

• Minimum of 4 years’ technical leadership experience

• Bachelor’s degree in role-related field required

• Agile delivery mindset with experience working within either Scrum or Scaled Agile (SAFe) frameworks while leveraging Jira as a work management tool

• Experience implementing and managing enterprise business systems, preferably within a program-level governance structure

• Fundamental understanding of operational business activities necessary for Field Support and Issue and Incident Management

• Superb communication and negotiation skills

• Ability to prioritize high volume of requests from multiple customers in a timely, accurate and efficient manner

• Proven success working cross-functionally to connect enterprise applications with a diverse set of upstream and downstream solutions

• Ability to identify key value streams across finance systems and other functional systems and processes to facilitate dependency mapping and data requirement exercises

Bonus points!

• Certified Scrum Product Owner (CSPO), Certified Scrum Master (CSM) Certification, or