Senior Principal Technical Program Manager (TPM) – Repair Services Operations

About the role

The Senior Technical Program Manager will lead operational improvement programs across Oracle's global Repair Services organization, focusing on enhancing repair quality, reducing failure rates, and improving vendor performance.

Responsibilities

• Lead cross-functional programs that improve repair quality, turnaround times, and overall operational performance.
• Identify recurring issues within repair operations and drive root cause analysis, corrective actions, and long-term solutions.
• Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair processes.
• Establish and manage operational metrics, dashboards, governance reviews, and reporting processes to measure performance and drive accountability.
• Manage vendor performance, including service level agreements (SLAs), operational reviews, improvement plans, and issue resolution.
• Lead critical operational escalations and coordinate rapid resolution across internal teams and external partners.
• Develop and implement scalable processes, workflows, and reporting mechanisms that improve visibility and operational efficiency.
• Drive continuous improvement initiatives focused on reducing repair failures, improving service quality, and lowering operational costs.
• Communicate program status, risks, key performance indicators, and recommendations to senior leadership.
• Foster a culture of accountability, urgency, and operational excellence across the organization.

Qualifications

• Bachelor's degree in Engineering, Operations, Business, Supply Chain, or a related field (or equivalent experience).
• 8+ years of program management, technical program management, operations, or related experience.
• Experience leading complex cross-functional programs involving multiple stakeholders.
• Experience managing operational performance, escalations, and process improvement initiatives.
• Strong organizational, project management, and communication skills.