Product Manager/Strategy 3-ProdDev

This role is in Oracle s Service Cloud group, part of the Cross-CX Center of Excellence (COE). As an acknowledged authority within Oracle, this product role requires a considerable breadth of knowledge and understanding of CX Service, industry best practices, and CX-related business processes or technology designs.

The role involves analysis of the client data model, application and integration landscape to ensure Oracle Service Cloud deployments meet customer objectives. Successful candidates will develop and review deployments for our largest, most complex customers. This requires intellectual discipline, a problem-solving aptitude, deep technology experience, interpersonal skills, creativity, and independent judgment

BASIC QUALIFICATIONS:

• 6+ years of experience in RightNow Service Cloud - Complex development, support, or consulting roles
• Work experience with Customer projects, Oracle Consulting, Support or Customer Success
• Hands-on experience with Oracle Service Cloud products (RightNow) as a developer, customer, consultant, or partner
• Strong Product Expertise: Proficient in application configuration and setup, BUI features, analytics reporting, knowledge base management (KF and OKCS), customer portal components. Good level of understanding of integration processes to ensure seamless system interoperability. Ability to build a good understanding of new features and products.
• Advanced Knowledge in Emerging Technologies: Familiarity with Oracle Digital Assistant (ODA) and foundational concepts in AI/ML and large language models (LLMs), particularly as they apply to CX Service, offering valuable insights and innovative approaches to customer experience solutions.
• Develop a trusted relationship with key stakeholders.
• Reconcile multiple viewpoints to establish a clear and deliverable map to successful deployments Ability to publish and/or contribute to the creation and sharing of best practices, white papers, training, webinars, and workshops. 15% of employee time will be allocated to these tasks
• Ability to deliver compelling presentations and reports to internal executives focused on examining multiple alternatives and making clear recommendations
• Experience with enterprise architectures, integration models, and technologies
• BS degree or equivalent. Advanced degree(s) highly desirable

PREFERRED QUALIFICATIONS:

• Strong, independent thinker with the ability to build credible relationships within Oracle and customer environments
• Experience with complex implementations of Service Cloud.
• Advanced ability to manage customer escalations (internally and externally) and negotiate a resolution Genuine passion, interest, willingness, and ability to adjust to continuously changing priorities and needs.
• Knowledge of Spanish, Portuguese or Japanese would be add-on.

Career Level - IC3

• Work closely with strategic customers in meeting business objectives and drive significant business value into their organizations through broad adoption of our products, create high affinity references
• Develop and deploy highly leveraged, scalable best practices to ensure the success of our customers and their implementers.
• Duties and tasks are varied and complex, needing independent judgment. Fully competent in own area of expertise. May have project lead role and or supervise lower-level personnel.
• Work Collaboratively with different stakeholders within Oracle and be the voice of the customer within engineering team