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Oracle Senior Manager, Customer Success Process Efficiency in Phoenix, Arizona

Job Description

Senior Manager, Customer Success Process Efficiency

The NetSuite GBU is seeking a highly motivated, results-oriented professional to join the NetSuite GBU Process Efficiency Team as the Senior Manager of the team. This team is chartered with leading strategic organizational initiatives targeted to improve efficiency and increase ROI. Responsibilities include, but are not limited to, business/data analysis, defining and/or managing projects, change management strategy, implementing process improvements, reporting to key stakeholders on progress, developing and/or supporting enablement strategies and tracking KPIs to measure success. 

The Senior Manager, Customer Success Process Efficiency will interact will all levels of the organization. They have responsibility for oversight of each initiative, partnering with stakeholders to drive change management/adoption, identifying and mitigating risk, and supporting individual development of each team resource. This is a high visibility role within the NSGBU due to the impact of the initiatives for which the team is responsible.

As the team manager, you are accountable for the operational metrics and overall business results of the team, responsible for maintaining practice direction, ensuring quality of work, ensuring that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. You will manage a team of individual contributors and will serve as oversight for a portfolio of moderate to complex initiatives. You are expected to maintain a collaborative and supportive environment that develops well-rounded team members to deliver high quality initiatives.

Role Responsibilities:

  • Develop and communicate a plan to execute on the vision and strategy for the CS Process Efficiency Team

  • Responsible for the success of a portfolio of initiatives; Provide direction and oversight to project teams to design and implement solutions that meet applicable business requirements

  • Provide effective situational leadership for escalations and operational issues

  • Identify and prioritize initiatives; Ensure buy in from senior leadership

  • Develop business case justification for projects and initiatives

  • Ensure optimal resourcing for all initiatives across lines of business

  • Develop/evaluate tracking tools and measures to support initiatives

  • Ensure alignment of initiatives to organizational goals/objectives

  • Develop/maintain and ensure team adherence to standard process improvement practices and the CS Process Efficiency Project Development Methodology

  • Liaise/build relationships with and support collaboration between the Customer Success Operations Managers/Team, other Customer Success teams, Sales, Business/Consulting Operations and Finance to ensure all goals and objectives are met

People Manager Responsibilities:

  • Direct the work efforts and results of a team of individual contributors

  • Determine team goals and ensure they are met

  • Develop individual contributors through coaching performance, completing performance reviews, goal setting, and development planning

  • Promote diversity within the organization and create a respectful work environment

Education & Experience:

  • 3-6 years of Professional Services Consulting, Operations experience or equivalent

  • 5 years of experience in a Managerial role preferred

  • Bachelor’s degree in Business or related field preferred

  • Lean Six Sigma certification or equivalent experience a plus

  • Prior experience in continuous process improvement/process efficiency preferred

  • Project or Program Management experience preferred

  • Ability to lead, engage, mobilize, and motivate teams to accomplish goals

  • Knowledge of NetSuite preferred

  • Must be detail oriented and highly organized with sound decision making skills

  • Excellent collaboration, communication and interpersonal skills required

  • Intermediate knowledge of MS Word, Excel and PowerPoint required

  • Strong presentation skills required using PowerPoint

  • Must embrace change and have a proven track record of successful process redesign

  • Excellent written and verbal communication skills

  • Effective time management and organizational skills

  • Must be able to function as part of a team and adhere to strict deadlines in a fast-paced, evolving work environment




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 United States only

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 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

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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.

* Which includes being a United States Affirmative Action Employer