Senior Principal Program Manager – Repair Services Operations

Oracle Cloud Infrastructure (OCI) is seeking a Senior Technical Program Manager to lead operational improvement programs across our global Repair Services organization. In this role, you will drive initiatives that improve repair quality, reduce failure rates, enhance vendor performance, and strengthen operational processes that support Oracle's cloud infrastructure.
You will work across Engineering, Quality, Supply Chain, Logistics, Customer Support, and external service providers to identify issues, implement scalable solutions, and ensure efficient, high-quality repair operations. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges, and can drive alignment across multiple teams.
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
What You'll Do
Lead cross-functional programs that improve repair quality, turnaround times, and overall operational performance.
Identify recurring issues within repair operations and drive root cause analysis, corrective actions, and long-term solutions.
Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair processes.
Establish and manage operational metrics, dashboards, governance reviews, and reporting processes to measure performance and drive accountability.
Manage vendor performance, including service level agreements (SLAs), operational reviews, improvement plans, and issue resolution.
Lead critical operational escalations and coordinate rapid resolution across internal teams and external partners.
Develop and implement scalable processes, workflows, and reporting mechanisms that improve visibility and operational efficiency.
Drive continuous improvement initiatives focused on reducing repair failures, improving service quality, and lowering operational costs.
Communicate program status, risks, key performance indicators, and recommendations to senior leadership.
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 initiatives.
Proven ability to drive operational improvements and deliver measurable business results.
Experience working with external vendors and service providers to improve performance and accountability.
Strong analytical and problem-solving skills, including the ability to identify trends and resolve systemic issues.
Ability to influence stakeholders across multiple organizations and drive alignment in a fast-paced environment.
Excellent communication, presentation, and stakeholder management skills.
Experience using data and metrics to drive decision-making and operational improvements.
Minimum Qualifications
Bachelor's degree in Engineering, Operations, Business, Supply Chain, or a related field (or equivalent experience).
8+ years of program management, technical program management, operations, or related experience.
Experience leading complex cross-functional programs involving multiple stakeholders.
Experience managing operational performance, escalations, and process improvement initiatives.
Strong organizational, project management, and communication skills.
Preferred Qualifications
Experience in hardware repair, service operations, warranty operations, reverse logistics, manufacturing, or supply chain environments.
Familiarity with quality management systems, root cause analysis methodologies, Lean, Six Sigma, or other continuous improvement frameworks.
Experience developing operational metrics, dashboards, and executive-level reporting.
PMP, Lean Six Sigma, or related certification.
Experience supporting large-scale cloud infrastructure, datacenter operations, or technology services environments.
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