Oracle Program Manager - Learning Management System - NetSuite in Troy, Michigan

Drives continuous account engagement in Oracle customer programs, manages resolution of complex customer relationship issues, and proactively safeguards customer relationships to positively impact customer satisfaction and loyalty.

Develops and maintains positive customer and account team relations; coordinates with various functions within the company to ensure customer activities are handled appropriately and in a timely manner; assesses and drives improvements in customer experience through relationship/engagement opportunities. This position has authority to substantially affect the relationship between the company and a customer. Focus of work can be in pre-sale or post-sale or both.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced business skills in area of customer engagement and issue resolution. Proven success working with aggressive schedules. Decisions and solutions have impact on current and/or future account management strategy. 8 years experience 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.

Summary:

The NetSuite Learning Management System (LMS) Program Manager will focus on all aspects of the LMS support including process definition/implementation, technology applications, and business development. This key individual will also support a variety of critical Learning Management activities related to pre-sales through revenue recognition processes. Strong communication skills and teamwork are critical. Candidates must be able to demonstrate strong process development skills and a commitment to customer satisfaction.

Responsibilities:

The LMS Systems Program Manager will independently manage LMS day-to-day operations and customer interactions, including collaborating with the Operations team members to support all Education offerings. This individual must be familiar with all training operations processes to assist with streamlining current business processes, and supporting new programs and strategic initiatives.

This includes:

  • Manage the LMS (including internal stakeholder requirements, day-to-day support, and implementation of new programs.)

  • Manage content including (i.e. release activities for all courseware related to the LMS)

  • Manage multiple projects supporting a specific business area (e.g., LMS for Curriculum Development, Public Delivery, End-user Training, Training Operations & Training Sales) OR multiple projects supporting several departments (e.g., certification programs involving Professional Services, Sales Enablement and Training)

  • Provide input in establishing key productivity metrics and Education business development plans

  • Define and manage project development and deliverables to support major project rollouts

  • Work with both inter and intradepartmental clients in discussing business opportunities and risks

  • Establish and measure key productivity metrics, and proactively communicate results

  • Collaborate with key stakeholders on business development opportunities and represent Operations team on internal projects

  • Lead strategic project(s) with cross-functional team, across the organization

  • Act as expert source of advice to others on all aspects of own disciplines

  • Work with Program Managers on departmental strategies and plans

  • Simplify and enhance LMS program methodologies

  • Manage processes and balances the needs of each program

  • Assist in ensuring adherence to Service Level Agreements regarding application availability

  • Provide technical support, including troubleshooting issues, system maintenance and integrity

  • Ensure an exceptional learner experience by providing guidance and customer support throughout the learning journey on all training initiatives

  • Create content policies and standards for course and configuration management

  • Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results

Preferred Qualifications include:

  • 6 or more years in relevant roles related to the Education and Training function, ideally for a technology line of business organization.

  • Significant specific experience developing, implementing and administering LMS solutions and programs

  • Knowledge of process definition and documentation experience

  • Training project management experience

  • Ability to solve complex program issues where analysis of situations or data requires an in-depth evaluation of variable factors and develops repeatable solutions

  • Ability to provide strategic and tactical project updates to stakeholders, peers and management team

  • Ability to handle and resolve conflicts

  • Experience with working with global teams as well as with sales, partners, customers, and senior management

  • Experience working with customers, and commitment to quickly servicing their needs with excellence

  • Experience with training internal teams on new implementations and change management programs

  • Outstanding verbal and written communication skills

  • MS Office Suite proficiency

Additional Preferred Competencies include:

Action Oriented:

o Enjoys working in an action-oriented and energetic environment

o Embraces challenges as opportunities

o Enjoys working hard; is action oriented and full of energy for the things he/ she sees as challenging

o Not fearful of acting with a minimum of planning; seizes more opportunity than others

Customer Focus:

o Leverages customer interactions for process improvements

o Dedicated to meeting the expectations and requirements of internal and external customers

o Gets first-hand customer information and uses it for improvements in products and services

o Acts with customers in mind

o Establishes and maintains effective relationships with customers and gains their trust and respect

Initiative:

o Tackles problems and take independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development

Job Knowledge/ Technical Skills:

o Has the functional, technical and product knowledge and skills to do the job at a high level of accomplishment

Quality:

o Dedicated to delivering high quality service via the most efficient and effective work processes

o Dedicated to providing the organization or enterprise-wide common systems for designing and measuring work processes; seeks to reduce variances in processes

o Delivers the highest quality products and services which meet the needs and requirements of internal and external customers

o Is committed to continuous improvement through empowerment and management by data; leverages technology to positively impact quality is willing to re-engineer processes from scratch

o Is open to suggestions; creates a learning environment leading to the most efficient and effective work processes

Job: *Training

Organization: *Oracle

Title: Program Manager - Learning Management System - NetSuite

Location: United States

Requisition ID: 18001AT6