Senior Manager, Customer Success AI

at Oracle in Springfield, Illinois, United States

Job Description

Job Description

Overview:

As a Senior Manager Customer Success AI, you will use your existing product management skills and excellent knowledge of Artificial Intelligence & Oracle technologies to lead a group of developers and supporting ICs in defining and implementing AI tooling and efficiencies in our existing Customer Success systems as well a new tooling to meet the business needs of our Customer Success organization.

Most of the systems and tools this group will handle will involve coordination across all our organization’s functions where you will be responsible for coordinating across these teams to secure the Oracle infrastructure systems needed to implement AI systems and tooling in customer success, ranging from design, infrastructure setup, secure design reviews. You will collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our existing tooling as well as solution for the AI business needs of these organizations. This tooling will range from both internal solutions to improve internal efficiencies as well customer facing solutions (Such as our existing Chat Bot, Live Chat, Knowledge system, and case management systems). You will initiate and champion collaborations with these internal collaborators, build our AI roadmap, and ensure successful releases of AI efficiencies based on business priorities and provide valuable insights and recommendations for our internal AI strategy. Your role in managing these products will not be limited only to AI tooling but also leading the product management of new tooling systems and new features for automations and systems needed to increase customer success efficiencies. You will use your knowledge of existing and new Oracle technologies and leverage that knowledge to improve upon and build new system functionality within the organization.

Responsibilities:

Plans, manages, and controls the activities of a CS Operations team that provides product management/development support for groups of teams within Customer Success for their systems and AI tooling needs. Brings expertise of Oracle infrastructure and AI technologies in support of multi-functional efforts in process improvement, AI adoption, infrastructure setup support, tool ownership and development, etc. Advises business groups by providing direction to initiative prioritization, integration and Oracle AI technology set up and implementation. Ensures that development aligns with System development life cycle & security/compliance standard processes.

+ Lead and mentor a team of developers and individual contributors in both implementing AI solutioning within Customer success and maintaining/improve upon our existing CS owned systems.

+ Stay abreast of emerging AI technologies, industry standard methodologies, ensuring compliance and implementing AI innovation within the organization.

+ Use your expert knowledge of Oracle Cloud Infrastructure to ensure the infrastructure is in place to meet the organizations AI needs.

+ This role will require partnering across multiple organizations within the Customer Success Organization as well as various organizations within the NetSuite Global business unit and various Oracle organizations.

+ Partner with Customer Success leadership to recommend an effective AI infrastructure roadmap to meet the business needs of the internal organizations the CS Operations team supports.

+ Work with stakeholders and leadership to build our short- and long-term roadmap for existing/new tooling and AI implementations.

+ Collaborate with Oracle cloud infrastructure orgs, Oracle Apps team, & Security teams to ensure all implementations and changes are within compliance.

+ Be an inspiring leader for defining the product management needs of CS owned tooling.

+ Maintain courteous, professional, and effective working relationships with employees at all levels of the organization.

+ Providing regular updates and interacting with leadership within CS Operations & the internal teams CS Operations supports.

+ Manage a team of 6+ employees and sets Goals and Expectations for performance and works with employees to establish specific, measurable goals and commitments.

Qualifications:

+ Education:

+ Bachelor’s degree in computer science or a related Product management field.

+ Experience:

+ 4+ years of product management experience, leading strategic, multi-functional projects.

+ Proven experience in managing and mentoring a team of developers & project managers.

+ Experience with Oracle Cloud & AI technologies.

+ Skills and Competencies:

+ Keen understanding of AI, Software Development, and Oracle Cloud Infrastructure (OCI) setup/features/functionality.

+ Ability to oversee implementing AI solutions & integrations, preferably Cohere & Oracle GenAI solutions with skills in LLM and RAG integrations.

+ Excellent product management skills with a track record of delivering complex projects on time and within budget.

+ Excellent presentation, communication and interpersonal skills, with the ability to collaborate with, influence, and manage collaborators at all levels.

+ Strong leadership and team management skills.

+ Ability to effectively manage a geographically dispersed team of 6+ employees.

+ Knowledgeable in Software Development Life Cycle (SDLC), roadmap planning, & software development tools (ex: Jira)

+ Preferred Experience:

+ Experience with process improvement methodologies such as Lean or Six Sigma.

Career Level – M3

Responsibilities

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Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

Canada: Hiring Range from $76,700 to $167,000 CAD per annum

US: Hiring Range: from $109,100 to $223,500 per annum. May be eligible for bonus and equity.

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 o