Program Manager, Health Support Operations

Job Description

We are seeking an experienced Program Manager to drive strategic and operational initiatives across Oracle Health Federal Support. This is not a traditional project management role focused solely on schedules, milestones, and project plans. The ideal candidate brings strong knowledge of Oracle Health, Application Management Services (AMS), and/or Customer Service and Support operations and can apply that experience to improve how our organization operates and delivers for customers.

This role will own a diverse portfolio of technical and non-technical initiatives, often managing multiple priorities simultaneously from identification and definition through implementation and measurable outcomes. Initiatives may include process and quality improvement, operational assessments and audits, support delivery optimization, implementation of new processes or tools, identification and remediation of operational gaps, and strategic programs supporting Support Delivery leadership.

The successful candidate will be comfortable working in an environment where the path forward is not always predefined. You will use your knowledge of Oracle Health solutions, tools, support workflows, and operational processes to identify opportunities, structure ambiguous problems, bring the right stakeholders together, and drive work through completion.

• Lead a wide variety of strategic, operational, technical, and non-technical initiatives across Oracle Health Support/AMS, from initial problem definition through implementation and sustained results.
• Own outcomes across multiple concurrent initiatives, establishing priorities, defining success measures, identifying dependencies and risks, and maintaining accountability through completion both within and outside of the assigned organization.
• Partner closely with Oracle Health Support and Support Delivery leaders, Client Operations, subject matter experts, Product and Engineering teams, and other cross-functional stakeholders.
• Apply understanding of Oracle Health tools, products, support processes, and customer service/support workflows to identify operational gaps and opportunities for improvement.
• Drive process improvement and operational excellence initiatives that improve quality, consistency, efficiency, customer experience, and support delivery.
• Assess and audit key operational processes to determine whether established processes and controls are being followed, identify gaps or areas of risk, and drive corrective actions where appropriate.
• Analyze operational challenges, identify root causes, and translate findings into practical recommendations and executable improvement plans.
• Help establish, document, standardize, and measure processes and best practices across Support organizations.
• Develop meaningful metrics and reporting to evaluate process effectiveness, identify trends, and provide leaders with actionable insights.
• Assist Support Delivery leaders with high-priority initiatives, operational challenges, escalations, and cross-functional efforts requiring coordination and sustained ownership.
• Facilitate alignment and decision-making across teams with differing priorities, ensuring clear ownership, commitments, and follow-through.
• Manage up and across the organization not only sharing findings but implementing plans to mitigate and/or resolve problems as they are identified.
• Communicate program status, risks, findings, recommendations, and outcomes effectively to both operational teams and senior leadership.
• Assist leadership team with problem areas and identify methods to improve processes/documentation for future similar situations.
• Analysis of data and transform data into a message to leaders within the organization.

• Strong experience with Oracle Health solutions and the Oracle Health support environment, including familiarity with the tools, processes, and workflows used to support customers.
• Experience in Application Management Services (AMS), Customer Support, Customer Service, Support Delivery, managed services, or a comparable service-delivery organization.
• Demonstrated ability to lead complex, cross-functional initiatives without relying solely on formal authority.
• Experience with process improvement, operational assessments, quality programs, auditing, governance, or continuous improvement.
• Strong analytical and problem-solving skills with the ability to move from identifying a problem to determining root cause, recommending solutions, and…