Manager, Cloud Subscription Operations Support

  • Company: Oracle
  • Posted: September 29, 2016
  • Reference ID: 160012RS

The Global Finance Operations Organization is responsible for managing Quoting, Contracting, Order Management, and Compensation services at Oracle. We provide high quality and effective service to ensure that revenue to Oracle is maximized while protecting our legal and commercial interests.

The Cloud Subscription Quality and Operations Support team reports into the Global Finance Operations Organization and focuses on many aspects of our rapidly evolving Cloud Business at Oracle. Areas of support include contractual or systems issues impacting provisioning of customer environments, the quality of customer contract and subscription data, investigations into invoicing of complex subscription models, as well as issues impacting end to end process and system flows. In addition to the above areas we currently support we are also expanding our focus in to providing support for non-standard problems identified after services have been provisioned for a customer.

The Manager, Cloud Subscription Quality position is located at our headquarters in Redwood City, California . This position is responsible for managing multiple resources engaged in internal investigative efforts to help identify and resolve both standard and non-standard issues in partnership with various global stakeholders.

Key Responsibilities:
  • Provide day to day management and escalation support for a growing team of 6 individuals located across several U.S. office locations and time zones
  • Host and drive meetings with partners and stakeholders to assist in the timely resolution of issues delaying provisioning or closure that impact our ability to recognize revenue
  • Develop a deep understanding of end to end transactional flows and potential challenges we are exposed to from a system and process perspective
  • Drive root cause corrective action and process improvements within the organization where possible
  • Monitor and track metrics that illustrate the success of both individuals and the organization and challenge areas requiring improvement. Share reports with senior management and stakeholders on a regular basis including in various executive facing forums.
  • Partner with stakeholders, process owners, and senior management to mitigate risk to Oracle from both a fiduciary and compliance perspective
    Assist with determining and driving future areas of focus to help make the business operate more smoothly
  • Support advancement and career growth opportunities for direct reports
  • Provides recommendations and action plans based on accurate information and priorities that balance the interests of the customer and Oracle
  • Ensure a smooth working relationship with other teams and assist them in meeting goals

Preferred Qualifications:
  • 5 years of experience working in IT industry, preferably in a Cloud, operations, reporting, or an analytical role
  • Previous management or team lead experience strongly preferred
  • Proven cross-functional leadership skills with ability to coordinate and lead complex or challenging activities across multiple organizations
  • Strong analytical and written/documentation skills
  • Possess organizational and effective prioritization skills, providing diligence and attention to detail
  • Comfortable engaging effectively with all levels of management
  • Able to manage and prioritize multiple tasks with potentially high pressure deadlines
  • Comfortable engaging effectively with all levels of management
  • Able to conceptualize, develop, interpret, and analyze metrics and measures

Leads process improvement initiatives through the disciplined use of measurements, accountability, analysis and discussion of process alternatives in order to arrive at best practices.

Plans, manages, and controls the activities of a team that provides operational support for a business segment, group or team. Brings expertise or identifies subject matter experts in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with procedures, etc. Advises business groups by providing strategic direction to initiative prioritization, integration and resource application. Ensures that policies and procedures align with corporate vision. Selects, develops, and evaluates personnel ensuring efficient operation of the function.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Demonstrated leadership and people management skills.BA/BS degree preferred.

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.

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