Global Head PMO of Customer Operations

Customer Operations has over 100 transformation workstreams that are being run at any one time. To ensure we scale each appropriately we need a strong Program Management leader that can work across the matrix to build governance, oversee transformation projects, identify interdependencies that would slow progress, manage progress to workstream KPIs, and ultimately, ensure the outcome is amplifying the customer experience. This PMO leader will be the single point of contact for facilitating the successful governance and completion of our most critical initiatives, ensuring that as our responsibilities increase, we have the necessary program infrastructure in place to drive a winning customer experience.

As the Global Head of PMO of Customer Operations, you will be responsible for managing large scale, global, big-impact programs in a dynamic and fast-paced environment.  This role will manage cross-functional teams, risks, issues, dependencies, and conflicting priorities to successful completion.  The program is globally spread in a matrix organization and very fast paced, it's a dynamic environment and it will be imperative for you to adapt quickly.

In this role, you will work with global team across multiple time zones in a fast-paced environment.  You should have the ability to scale yourself and a strong desire to learn new things quickly.  In addition, you will need a strong drive and sense of ownership, the ability to work autonomously is required.  You will be expected to take complete ownership of your functional team and deliver quality end-to-end results. You will be responsible for providing programs to improve operational efficiency, consistency and compliance in support of the organization's financial and tactical business objectives.  You will provide business practices and processes and develop, communicate and train the organization on business practices and processes.  

 

Career Level - IC6

Work You’ll Do

• Manage complex global programs and projects end-to-end in a highly matrix organization, manage roadmap and deliver outcomes.
• Plan, schedule, and manage the execution of project activities 
• Work with a diversified group of stakeholders to identify, communicate, and mitigate project risks, issues, and dependencies.
• Track work progresses and create audience-appropriate status reporting.
• Drive on-schedule project outcomes by focusing on deliverables. 
• Identify dependencies and obstacles, and take ownership to remove the impediments for the delivery teams.
• Engage and communicate with project team members, leaders and peers and lead using influence.
• Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing.  
• Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives.  
• Provide updates to management regarding budget to actual, informing them of deviations and opportunities.  
• Provide management with economic impact and compliance issues surrounding key business decisions and/or deals.  
• Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance.  
• Drive implementation of new processes and procedures.

Candidate Profile:

• 10+ years’ experience developing and implementing strategy, then executing against large cross cutting programs.
• 10+ years' of experience as a Senior Program Manager or PMO.
• You can work well with senior leaders within all of Oracle and with customers to drive results for core business initiatives.
• You display a demonstrated ability to think broadly and strategically.
• You possess a technology background that enables you to understand the complexities.
• You possess and exemplify maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills.
• You work well in ambiguity, can work with your team to dive into a problem and create a solution.
• Ability to manage cross-functional and geographically dispersed teams in various time zones.
• Experience with Jira, Confluence, MS Project, MS Project Plan Online.
• PMP or other Project/Program Management industry certification(s).
• Certified Scrum Master, Product Owner or other agile certification.

If this sounds like you and you want to roll up your sleeves and make an impact, please hit the apply button and our hiring team would love to get in touch.

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IC6 level

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as imm