Principal Technical Program Manager - Repair Services Operations

Principal Technical Program Manager (TPM)

Oracle Cloud Infrastructure (OCI) is seeking a Principal Technical Program Manager (TPM) to lead strategic operational improvement initiatives within our Repair Services organization. This role will focus on improving repair quality, reducing failure rates, optimizing vendor performance, and driving operational excellence across the end-to-end repair ecosystem.

The ideal candidate combines strong program management, operational leadership, vendor management, and technical problem-solving skills. You will work across Engineering, Quality, Supply Chain, Logistics, Customer Support, and external partners to identify issues, implement scalable solutions, and deliver measurable business results.

Responsibilities

What You'll Do

• Lead cross-functional programs that improve repair quality, turnaround times, and operational efficiency.
• Drive initiatives to reduce repair failure rates through data analysis, root cause investigation, and corrective actions.
• Partner with Engineering, Quality, Supply Chain, Logistics, Customer Support, and external vendors to improve end-to-end repair operations.
• Establish and manage key performance indicators (KPIs), operational dashboards, governance reviews, and reporting mechanisms.
• Own vendor performance management, including service level agreements (SLAs), operational reviews, performance improvement plans, and accountability frameworks.
• Lead high-priority operational escalations and coordinate rapid issue resolution across internal teams and external partners.
• Develop and implement scalable processes, workflows, and reporting structures that improve operational visibility and service delivery.
• Drive continuous improvement initiatives by partnering with engineering and quality teams to address recurring issues and prevent future failures.
• Communicate program status, risks, key metrics, and recommendations to senior leadership and executive stakeholders.
• Foster a culture of accountability, urgency, and operational excellence across the organization.

What We're Looking For

• Strong program management experience leading complex, cross-functional operational initiatives.
• Proven ability to drive process improvements and deliver measurable business outcomes.
• Experience managing vendor relationships, performance metrics, and operational reviews.
• Strong analytical and problem-solving skills, including root cause analysis and data-driven decision-making.
• Ability to influence stakeholders across multiple organizations and drive alignment in a fast-paced environment.
• Excellent communication, presentation, and executive stakeholder management skills.
• Experience developing operational metrics, dashboards, and governance processes.

Minimum Qualifications

• Bachelor's degree in Engineering, Operations, Supply Chain, Business, Computer Science, or a related field (or equivalent experience).
• 7+ years of program management, operations, supply chain, repair services, or related experience.
• Experience leading cross-functional initiatives involving internal teams and external partners.
• Demonstrated success managing operational performance, escalations, and process improvement programs.
• Strong project management, organizational, and communication skills.

Preferred Qualifications

• Experience supporting hardware repair, service operations, manufacturing, datacenter infrastructure, or supply chain environments.
• Experience with vendor management, contract performance, and SLA governance.
• Familiarity with quality systems, failure analysis, corrective actions, and continuous improvement methodologies.
• Experience working in large-scale cloud infrastructure, technology operations, or service delivery organizations.
• PMP, Lean Six Sigma, or related certification is a plus.

Success Metrics

• Reduction in repair failure and repeat return rates
• Improved vendor SLA and quality performance
• Faster issue resolution and escalation turnaround
• Improved operational visibility and cross-functional execution
• Increased customer satisfaction and reduced operational cost