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Senior Principal Program Manager – Repair Services Operations

Oracle
Houston, USA
Manager
Onsite
Discovered 1 months ago

Full Job Posting

Responsibilities

  • 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.
  • 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.
  • 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.

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

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