The Oracle Cloud SCM (Supply Chain & Manufacturing) Development organization is redefining what an end-to-end solution can be in the age of AI. As we continue to rapidly introduce new products and enhancements, we are partnering even more closely with our customers to ensure their successful implementation and adoption of new capabilities. Our customer’s success = Our success, and the SCM Center of Excellence is at the forefront of this work. We are currently looking for a Director, Cloud SCM Customer Program Manager who will play a critical role in advising our customers in their journey to the Cloud, while maximizing customer satisfaction, and retention. Join our team and be part of an organization that thrives on innovation, collaboration, and delivering value to our customers.

As a Customer Program Manager, you will work closely with customers, internal teams, and consulting partners to ensure the effective implementation and adoption of the Oracle SCM Cloud product. The Customer Program Manager serves as the primary connection point for customer engagements into the Oracle product development organization. You will advise on implementation best practices, partner with customer and System Integrator (SI) consulting leadership to ensure solution and organizational readiness, and guide the customer with optimization and innovation opportunities.

This role requires an experienced, driven individual with deep SCM process and Oracle Cloud SCM functional product acumen. The ideal candidate will have experience leading multiple, complex implementation/optimization programs either as a leader with an Oracle HCM customer or as a consulting partner. Qualified candidates can also articulate implementation and product adoption best practices, common program risks and viable mitigation strategies, and models for driving executive/leader sponsorship of Cloud technology programs.

Extensive functional expertise is required within one or more of the following groupings: 1/ Procurement, Order Management, Inventory Management, Global Order Promising (GOP), and Product Information Management (PIM); 2/Demand Management, Supply Planning, S&OP/IBP, and Production Scheduling; 3/ Manufacturing, Maintenance, and Product Lifecycle Management (PLM); and 4/ Transportation Management (TMS), Warehouse Management (WMS), and Global Trade Management (GTM). We also look for candidate with experience working in these areas with our focus industries including Industrial Manufacturing, High-Tech, Medical Device & Healthcare, Communications, Consumer Goods, Logistics Service Providers, and Wholesale Distribution.

The successful candidate will possess:

• 12+ years of functional and/or technical leadership experience in recent enterprise-level Oracle SCM implementations
• Bachelors degree or equivalent required, Masters preferred
• Experience in Oracle Cloud SCM consulting, program management, or customer success in a software environment
• Deep Oracle Cloud SCM functional product knowledge across multiple modules within at least one area as listed above; expertise is more than one area is ideal
• Demonstrated success in a customer-centric service delivery leadership role
• Exceptional communication, interpersonal, and leadership skills
• Strong critical thinking and problem-solving skills with the ability to anticipate challenges and proactively address them
• Experience working in a role that requires influence without authority
• Demonstrated success in adapting to new situations and a commitment to continuous learning
• Proven ability to manage complex projects with multiple stakeholders
• Experience working in a fast-paced, dynamic software environment
• Ability to understand functional/business requirements and communicate them effectively to internal and customer resources who may or may not be technical

• Serve as the primary point of contact for key customers, managing expectations and ensuring successful program delivery
• Review and advise on customer projects including timelines, milestones, solution approaches, and operational readiness
• Develop and maintain strong relationships with customers, ensuring customer satisfaction and long-term engagement/retention
• Collaborate with cross-functional teams, including product development, engineering, customer success, and support to advise on solution design, resolve customer issues and improve the customer experience
• Conduct regular program reviews, monitor progress, and escalate/address potential risks or issues
• Ensure Oracle provides effective post-implementation support to drive stabilization and ensure customer is comfortable adopting innovation once in the Cloud
• Conduct follow up(s) with customers to gauge business impact realization, opportunities for optimization of customer specific configuration, and potential product enhancements
• Analyze customer needs and translate them into actionable insights to drive product development and service improvements

Career Level - M4

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