Principal Program Manager Repair Services Operations

Principal Program Manager

Oracle Cloud Infrastructure (OCI) is seeking a Principal Program Manager to lead strategic operational improvement initiatives within our Repair Services organization. This role will focus on improving repair quality, reducing failure rates, optimizing vendor performance, and driving operational excellence across the end-to-end repair ecosystem.

The ideal candidate combines strong program management, operational leadership, vendor management, and technical problem-solving skills. You will work across Engineering, Quality, Supply Chain, Logistics, Customer Support, and external partners to identify issues, implement scalable solutions, and deliver measurable business results.

Responsibilities

• Lead cross-functional programs that improve repair quality, turnaround times, and operational efficiency.
• Drive initiatives to reduce repair failure rates through data analysis, root cause investigation, and corrective actions.
• Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair operations.
• Establish and manage key performance indicators (KPIs), operational dashboards, governance reviews, and reporting mechanisms.
• Own vendor performance management, including service level agreements (SLAs), operational reviews, performance improvement plans, and accountability frameworks.
• Lead high-priority operational escalations and coordinate rapid issue resolution across internal teams and external partners.
• Develop and implement scalable processes, workflows, and reporting structures that improve operational visibility and service delivery.
• Drive continuous improvement initiatives by partnering with engineering and quality teams to address recurring issues and prevent future failures.
• Communicate program status, risks, key metrics, and recommendations to senior leadership and executive stakeholders.
• 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 operational initiatives.
• Proven ability to drive process improvements and deliver measurable business outcomes.
• Experience managing vendor relationships, performance metrics, and operational reviews.
• Strong analytical and problem-solving skills, including root cause analysis and data-driven decision-making.
• Ability to influence stakeholders across multiple organizations and drive alignment in a fast-paced environment.
• Excellent communication, presentation, and executive stakeholder management skills.
• Experience developing operational metrics, dashboards, and governance processes.

Minimum Qualifications

• Bachelor's degree in Engineering, Operations, Supply Chain, Business, Computer Science, or a related field (or equivalent experience).
• 7+ years of program management, operations, supply chain, repair services, or related experience.
• Experience leading cross-functional initiatives involving internal teams and external partners.
• Demonstrated success managing operational performance, escalations, and process improvement programs.
• Strong project management, organizational, and communication skills.

Preferred Qualifications

• Experience supporting hardware repair, service operations, manufacturing, datacenter infrastructure, or supply chain environments.
• Experience with vendor management, contract performance, and SLA governance.
• Familiarity with quality systems, failure analysis, corrective actions, and continuous improvement methodologies.
• Experience working in large-scale cloud infrastructure, technology operations, or service delivery organizations.
• PMP, Lean Six Sigma, or related certification is a plus.

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

Qualifications

Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements. Range and benefit information provided in this posting are specific to the stated locations only.

US: Hiring Range in USD from: $90,100 to $209,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4