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Director, Customer Education

Company: Oracle
Location: Baton Rouge
Posted on: May 27, 2023

Job Description:

Job Description
Who We Are:
The Oracle Local Government Global Business Unit (LGGBU) is in the process of designing & developing a suite of SaaS applications for the state & local government markets using innovative technologies. These are exciting times in our space - we are growing fast, still at an early stage, and working on ambitious new initiatives.
We are building innovative SaaS services that will transform the Public Admin & Safety industry and have the potential to save lives! We look at the customer experience as a key differentiator for our customers. Are you a leader with the passion and skills to elevate the experience of our customers? Come join us on this critical mission!
Who You Are:
Oracle's Customer Learning organization is a focused group of experts whose mission is to drive successful implementations and adoption by providing comprehensive training and education to our new customers.
As the leader of the Customer Learning organization, you will have a background in setting strategy and vision focused on providing self-consumable content and onsite training, which guides our customers on the most effective use of our products. You will also have a successful record of accomplishment in conducting classroom and virtual training.
You will also have experience developing and leading a team of technical writer, content developers, training leaders both self-consumable, virtual and onsite with a proven record of accomplishment of delivering: comprehensive training, go-live support, service adoption, and value realization.
Required Qualification: United States Citizenship
What you will do:

  • Lead, scale, and drive the customer education program. You will own Curriculum Development, Visual Design, Content creation and technical writing.

  • Collaborate with product development teams, technical operations, and support teams to create customer focused technical training content, hands-on-labs exercises, guided learning solutions, and digital courses

  • Design and refresh role-based Administration and Safety certifications and learning objectives; build certification exam questions

  • Build relationships with LGGBU Product, Support, Engineering, Implementation teams to understand roadmaps and plan for content updates or new education offerings

  • Respond to new services/features launch by revising training content, guided learning solutions, and digital courses on a regular cadence

  • Align closely with LGGBU Implementation teams, Technical Operations, and Support to own fast and efficient onboarding and training programs such as scoping, building curriculum, and program delivery.

  • Expand and challenge the way we provide service by going beyond our customers' expectations, taking that extra step to understand their issues and the impact on their business to gain trust and deliver an amazing experience

  • Cultivate Oracle cross-functional relationships and communications through the creation and maintenance of strategic relationships within the organization

    What you've done:

    • Ability to create and communicate a compelling vision for the Customer Educaton Program including multi-layer certification

    • 6+ years of experience in Training, Instructional Design, Visual Design and Technical Writing

    • 3+ years of experience working in a technical role with emphasis on cloud technologies

    • Experience designing and developing instructional materials for technical content

    • Experience conducting classroom or virtual training for technology services

      It would be awesome if you also had:

      • Deep technical domain knowledge in one or more of the following core infrastructure services: Public Safety-CAD, REMS, DEMS, MDT or Public Administration - Financials, Planning and Budgeting, Payroll.

      • Record of accomplishment of successfully defining, planning, and executing long-term objectives using agile, Kanban, and other program and project management paradigms.

      • A strong balance of strategic and tactical skills, with a high level of intellectual, agility, and capacity for original thought.

      • An exceptional communicator who can write, present and effectively adjust messages to meet individual audiences and organizations.

        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 location(s)
        California Pay Range: from $135,100 to $285,400 per annum. May be eligible for bonus, equity, and compensation deferral.
        Colorado Pay Range: from $127,600 to $256,900 per annum. May be eligible for bonus, equity, and compensation deferral.
        New York City Pay Range: from $127,600 to $271,100 per annum. May be eligible for bonus, equity, and compensation deferral.
        Washington Pay Range: from $142,600 to $271,100 per annum. May be eligible for bonus, equity, and compensation deferral.
        Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, 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:

      • 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

        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**

Keywords: Oracle, Baton Rouge , Director, Customer Education, Education / Teaching , Baton Rouge, Louisiana

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