Principal Program Manager

Principal Program Manager at Oracle

This position requires exceptional organizational acumen, attention to detail, and the ability to prioritize effectively. You will not only oversee the engagement request process but also play a critical role in team operations by managing tracking systems, assignments, deliverables, and administrative functions.

Required Qualifications

• Bachelor’s degree required.
• Minimum 3 years’ experience in operations, project coordination, program management, or a related field.
• Demonstrated success managing complex processes or projects requiring the coordination of multiple stakeholders and priorities.
• Proven skills in operational tracking, assignment management, process documentation, and reporting.
• Strong verbal and written communication skills, adept at engaging with senior leaders, sales teams, technical SMEs, and customers.
• Ability to navigate and influence in a matrixed environment—collaborating effectively across functions without direct authority.
• Proficiency with collaboration technology (SharePoint, project management tools, CRM platforms) and ability to quickly learn new systems.
• High attention to detail, accuracy, and follow-through; demonstrated ability to deliver results in a high-velocity environment.

Preferred Qualifications

• Experience in a customer-facing or customer operations role.
• Familiarity with sales, pre-sales, or solution engineering engagement processes.
• Background working within technical product, healthcare, or SaaS environments.
• Project management training, certification (e.g., PMP, CAPM), or equivalent.

Success Factors

Successful candidates will:

• Demonstrate strong ownership, accountability, and reliability in driving process excellence and customer satisfaction.
• Adapt quickly to evolving business priorities and operational needs.
• Take initiative to proactively identify improvement opportunities.
• Build collaborative and trusted working relationships across sales, customer success, technical, and executive teams.
• Consistently deliver on commitments, maintaining the highest standards of organizational effectiveness and operational integrity.

Responsibilities

This position requires exceptional organizational acumen, attention to detail, and the ability to prioritize effectively. You will not only oversee the engagement request process but also play a critical role in team operations by managing tracking systems, assignments, deliverables, and administrative functions.

Key Responsibilities

Customer Engagement Lifecycle Management

• Own and continuously improve the full engagement request process—from intake to scheduling and fulfillment—ensuring customers and internal stakeholders are matched efficiently with the right technical experts.
• Review, assess, and prioritize incoming engagement requests; triage each based on complexity, urgency, and resource availability.
• Coordinate and schedule SMEs for engagements, expertly managing multiple, often competing, priorities to optimize response times and resource utilization.
• Maintain clear, proactive, and transparent communication with requestors, SMEs, and customers throughout the engagement lifecycle, providing timely updates and managing expectations.
• Identify workflow bottlenecks and inefficiencies, developing and implementing streamlined solutions to enhance process efficiency and customer experience.

Operations, Reporting & Administration

• Maintain rigorous operational trackers for engagement requests, assignments, deliverables, and KPIs; produce regular reports and metrics to inform team performance and resource planning.
• Support assignment and task management across the team, monitoring progress, identifying risks, and escalating issues as needed to ensure project and engagement deadlines are met.
• Oversee deliverable timelines for customer-facing materials, ensuring commitments are consistently achieved.
• Organize and manage customer-facing content and collateral in compliance with company standards, brand guidelines, and privacy policies.
• Administer and update the team’s SharePoint site, ensuring all materials are current, logically organized, and readily accessible.

Key skills/competency

• Program Management
• Operations Management
• Stakeholder Coordination
• Process Improvement
• CRM Platforms
• SharePoint Administration
• Project Coordination
• Communication Skills
• Resource Management
• Data Reporting