Senior Tools and Process Manager - Customer Success - Oracle Health

Oracle; United States; On-site; USD 79,000 - 159,000; Full time

Job summary

Oracle is seeking a Senior Tools and Process Manager for its Customer Success Organization. This role focuses on optimizing tools and processes to enhance productivity and customer engagement. The ideal candidate will have a strong background in program operations, excellent analytical skills, and a passion for improving business processes. Join Oracle to drive customer success and make a significant impact in the healthcare industry.

Benefits

Medical, dental, and vision insurance

401(k) Savings and Investment Plan

Paid time off and holidays

Employee Stock Purchase Plan

Flexible Spending Accounts

Qualifications

• 5+ years of experience in program or business operations.
• Proven experience in customer-facing roles in SaaS or Health industry.
• Strong understanding of business processes.

Responsibilities

• Lead evaluation and implementation of tools and processes.
• Analyze business requirements and design solutions.
• Develop and implement comprehensive process plans.

Skills

Analytical skills

Problem-solving skills

Leadership skills

Organizational skills

Communication skills

Education

Bachelor's degree in Project Management, Business Administration, or related field

Job description

Senior Tools and Process Manager - Customer Success - Oracle Health

Join to apply for the Senior Tools and Process Manager - Customer Success - Oracle Health role at Oracle

Senior Tools and Process Manager - Customer Success - Oracle Health

Join to apply for the Senior Tools and Process Manager - Customer Success - Oracle Health role at Oracle

Job Description

We are seeking an experienced, organized, proactive, problem-solving, customer-centric, and analytical Senior Tools and Process Manager to join our Customer Success Organization, reporting to the Customer Success Enablement Leader.

Job Description

We are seeking an experienced, organized, proactive, problem-solving, customer-centric, and analytical Senior Tools and Process Manager to join our Customer Success Organization, reporting to the Customer Success Enablement Leader.

As a Senior Tools and Process Manager at Oracle Health, you will be responsible for leading the evaluation, development, implementation, and continuous improvement of tools, workflows, and processes across the Customer Success organization. Your mission is to enhance productivity, foster collaboration, and enable execution excellence for Customer Success Managers (CSMs), ultimately increasing customer engagement and satisfaction.

This role ensures that our toolsets align with strategic goals and drives process optimization through stakeholder collaboration, data-driven analysis, and effective change management. You will work closely with Customer Success leadership and management, as well as cross-functional/organizational partners, to identify operational challenges, optimize CSM workflows, and implement scalable, secure, and compliant solutions that meet the high standards of the healthcare industry.

End-to-end process and tool optimization—including enablement, governance, and adoption success—is vital to driving both internal performance and customer value.

This position requires a strong blend of process design expertise, technical proficiency, analytical acumen, and operational competencies, paired with a strategic mindset. The ideal candidate will have a passion for solving business challenges through data-driven decision-making, leveraging tools and streamlined processes to drive efficiency, consistency, and customer impact across the organization. You will be responsible for providing data-driven analysis and reporting to leadership on related projects, adoption trends, and overall success, while also proactively identifying potential risks and proposing effective mitigation plans.

About The Business

The Customer Success management organization is intended to be a catalyst for maximizing the value of Oracle Health’s solutions. As such, success managers should help unlock the full potential of Oracle Health by focusing on business outcomes. Indeed, the Customer Success Managers play a key role in driving business outcomes across: (1) customer, (2) product, (3) consulting, and (4) sales.

CUSTOMER SUCCESS

We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, net retention (NDR), contract base growth (CBG), renewals on ATR, and referenceable logos.

PRODUCT SUCCESS

We demonstrate the art of the possible across Oracle Health’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s).

CONSULTING/IMPLEMENTOR SUCCESS

We work with consulting to ensure delivery and go-live success is the gateway to customer success.

GTM SUCCESS

We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2. Simply, Oracle Health’s Account Management organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life.

Responsibilities

Key Responsibilities:

• Analyze business requirements or issues, convert analysis to functional specifications, and design solutions to meet cross functional business requirements or resolve issues.
• Translating business requirements into system functionality
• Lead alignment with cross-functional teams to ensure effective collaboration and efficient processes enhancement execution and adoption, towards customer success.
• Coordinating testing and deployment of new processes or systems.
• Develop and implement comprehensive processes and tools plans, including defining project objectives, KPIs, timelines, resources, and milestones that drives improvement that are quantified with metrics
• Develop clear, user-friendly documentation for processes and tools—including detailed playbooks—and deliver targeted training and workshops for new tools rollouts and process changes, to ensure effective and successful end-user adoption.
• Identify risk areas and provide mitigation plans to deliver on time
• Own and oversees the lifecycle of tools and technology strategy for the CSM organization
• Identify inefficiencies and redesign workflows to improve speed, consistency, or scalability
• Building and maintainingdashboards and reports, tracking KPIs likehealth scores, adoption metrics.
• Managing timelines, stakeholders, risks, and communication plans.
• Driving continuous improvement through stakeholder feedback.
• Lead alignment with cross-functional teams to ensure effective collaboration and efficient processes enhancement execution and adoption, towards customer success.
• Create dashboards and regular reports to communicate impact to executive leadership.
• Conduct regular project status meetings, providing progress updates to leadership and stakeholders, including impact metrics.
• Ensure all tools and processes comply with healthcare regulations
• Partner with compliance and information security teams to manage risk during tool implementation or process redesign.
• Develop and execute change management plans related to tool & processes rollouts, upgrades, or process overhauls.
  
  
  

Qualifications and Skills:

• A minimum of 5+ years of experience in program or business operations and tools/tech experience, with demonstrated success
• A Bachelor's degree in Project Management, Business Administration, or a related field.
• Proven work experience in business operations or business process related roles in a customer-facing role, preferably within the SaaS or Health industry.
• Good understanding of business process.
• Experience driving process improvements, tools development and business operations execution
• Excellent organizational and time management abilities, with a track record of successfully managing multiple projects simultaneously and adapt to changing priorities, as well as leading large and global-scale projects
• Strong leadership skills with the ability to motivate and coordinate cross-functional teams to drive adoption of implemented tools and processes.
• Exceptional communication and interpersonal skills, with the capacity to build relationships/engagement within the CSM organization as well with cross-funtional teams.
• Strong analytical skill, showing experience defining KPI’s and using data and metrics to determine and drive improvements.
• Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Good understanding of sales process.
• Ability to work in a fast-paced environment, manage changing priorities, and adapt to evolving customer needs.
  
  
  

Qualifications

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

US: Hiring Range in USD from: $79,100 - $158,200 per year. 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:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• 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.
• 11 paid holidays
• 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.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
  
  
  

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [e-mail] or by calling [phone] in the United States.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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