Customer Experience Project Manager

Job Description

Role Overview

As Customer Experience Project Manager, you will lead customer-facing project execution for Oracle Cloud Infrastructure data center delivery, deployment readiness, customer move-in, operational handoff, and service continuity. This role sits at the intersection of customer commitments, site readiness, deployment execution, infrastructure operations, and cross-functional issue resolution.

You will partner across Customer Experience, Sales, Customer Success, Site Deployment, Construction, Engineering, Network, Security, Data Center Operations, Finance, Legal, Procurement, and external customer stakeholders. You will ensure customer requirements are translated into clear project plans, risks are tracked through closure, and customer-facing milestones are communicated with discipline, accuracy, and accountability.

Responsibilities

Key Responsibilities

• Lead customer-facing project plans for data center readiness, deployment execution, customer move-in, transition, and operational handoff.

• Translate customer requirements related to capacity, timing, power, cooling, network readiness, physical access, security, compliance, and site support into actionable project milestones.

• Own project schedules, action registers, risk logs, issue trackers, dependency maps, customer updates, and executive-ready reporting.

• Partner with Site Deployment, Construction, Engineering, Network, Security, Operations, and Customer Success to align delivery commitments with actual site readiness.

• Drive resolution of customer-impacting blockers, including schedule constraints, readiness gaps, access issues, deployment dependencies, service-quality concerns, and operational handoff risks.

• Coordinate customer move-in readiness, acceptance criteria, deployment windows, transition plans, audit support, and recurring status cadences.

• Maintain clear visibility into customer commitments, open decisions, escalation paths, milestone health, and risks to delivery confidence.

• Support customer business reviews, service reviews, readiness reviews, and executive escalation meetings with accurate project data and concise recommendations.

• Ensure customer-facing workstreams align with MOP/SOP/EOP expectations, change management, incident response, maintenance windows, and operational procedures.

• Identify recurring execution gaps and partner with Customer Experience leadership to improve playbooks, templates, dashboards, and governance standards.

• Support portfolio-level reporting across assigned accounts, sites, or deployment programs, highlighting customer health, delivery risks, and action ownership.

• Mentor project coordinators or partner teams on project discipline, customer communication quality, issue tracking, and operational handoff expectations.

Ideal Candidate Profile

• 8+ years of experience in technical project management, customer delivery, customer success, service delivery, data center operations, infrastructure deployment, or mission-critical program execution.

• Experience managing customer-facing projects in cloud infrastructure, hyperscale data centers, colocation, telecommunications, construction delivery, or high-availability operations.

• Strong understanding of project delivery across requirements intake, site readiness, deployment execution, customer transition, operational handoff, and escalation management.

• Demonstrated ability to coordinate across Sales, Customer Success, Engineering, Construction, Deployment, Network, Security, Operations, Legal, Finance, and Procurement.

• Experience building project schedules, risk logs, issue trackers, action registers, dashboards, status reports, and executive summaries.

• Bachelor's degree in business, engineering, construction management, information systems, operations, or equivalent practical experience.

Skills and Competencies

• Strong customer-facing communication with the ability to create clarity, urgency, and trust across complex project environments.

• Excellent project management discipline, including schedule ownership, issue tracking, risk management, dependency coordination, and follow-through.

• Strong judgment in balancing customer expectations, operational risk, technical constraints, and delivery commitments.

• Ability to simplify complex infrastructure, deployment, schedule, and service issues into clear actions and decisions.

• High accountability for accurate reporting, crisp communication, and timely escalation.

• Strong cross-functional influence without direct authority.

Preferred Skills / Certifications

• Experience with data center move-in, customer deployment readiness, audit support, service delivery, or colocation operations.

• Familiarity with ITIL, incident/change management, SLA/KPI reporting, customer health reporting, or executive business reviews.

• Experience with Smartsheet, ServiceNow, Salesforce, Jira, Oracle systems, Tableau/Power BI, or similar workflow and reporting platforms.

• PMP, PgMP, ITIL, Six Sigma, or customer success/service management certification.

• Working knowledge of data center infrastructure, including power, cooling, network, physical security, access control, BMS/EPMS, CMMS, and operational procedures.

Physical Demands / Work Environment

This role operates in office, remote collaboration, and active data center environments. The position may require periodic travel to data center sites, customer meetings, deployment reviews, and operational readiness sessions. Site visits may involve walking large facilities, standing for extended periods, using stairs, and following all safety, security, and access-control requirements.

Why Oracle Cloud Infrastructure?

• Global impact at cloud scale supporting mission-critical infrastructure for customers around the world.

• Technically rigorous environment where reliability, safety, documentation, and operational readiness matter every day.

• Culture built on ownership, operational excellence, continuous improvement, and cross-functional partnership.

• Long-term career development across cloud infrastructure, data center operations, construction delivery, and global portfolio leadership.

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: $114,600 to $234,600 per annum. May be eligible for bonus, equity, and compensation deferral.

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:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. 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 - IC5

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.