Summary
Overview
Work History
Education
Skills
Volunteer Experience
Affiliations
Timeline
Generic

Susan Lozure

Seattle

Summary

Technology leader and people coach with over 17 years of experience driving operational efficiency. Accomplished at navigating unique operational complexities for cloud customers across multiple industries, providing excellent customer experience. Leverages passion for building authentic connections to effectively influence stakeholders across all levels of the organization, both internal and at customer. Known for creatively devising strategic plans and solving complex problems. Takes pride in ability to embrace change and maintain relentless optimism.

Overview

20
20
years of professional experience

Work History

Director, Customer Pursuit PMO

Oracle
11.2021 - Current
  • Essential member of Oracle Cloud’s rapid growth by directing team that executes North America’s largest and most intricate deals
  • Established global organization comprising 3 managers and 17 ICs from inception, delivering white-glove customer program management to North America clients with largest new cloud deal opportunities
  • Dedicated coach focused on leadership education; created and frequently presents trainings to sizable groups (50-400) on Communicating as a Leader, highlighting essential skills for effective executive communication.
  • Established and actively contributed to Women of North American Cloud Engineering group as a founder and steering committee member.
  • Received North America Women’s Leadership Award for founding Women of North America Cloud Engineering

Senior Manager, Customer Experience Chief of Staff & PMO Leader

Oracle
04.2020 - 11.2021
  • Developed proficiency in launching new organizations by partnering with new GVP to outline strategies for execution across a newly formed product team of 150 individuals and NACTE Sales team of 550 individuals.
    Led major reorganizations in November 2020 and June 2021, overseeing critical RIF conversations and departmental restructures.
    Administered strategic promotions during organizational transitions to enhance team performance and morale.
  • Conducted leadership team meetings and advanced strategic initiatives across 7 VPs of Customer Experience
  • Established and presented strategic road map, processes, policies, and commitments that enhanced customer success among top 300 accounts in North America
  • Formed a productive team of 15 project managers focused on driving Customer Experience Programs.
    Led proactive sales plays and effectively managed service request escalations.
    Initiated a top customer pursuits program aimed at enhancing loyalty.
    Enhanced customer and employee enablement through comprehensive training efforts.
    Oversaw data center capacity planning to meet growing demands.
    Designed reference programs to highlight successful customer collaborations.
  • Defined, monitored, and drove continuous improvements for CSAT metrics for Oracle Cloud Customers
  • Fostered engagement among various customer-facing teams, such as Customer Support, Customer Success Management, Center of Excellence, and Field personnel.
  • Pursued enhancements in process improvement opportunities while fostering consensus on escalation processes and service level agreements (SLAs) with Customer Operations

Principal Technical Program Manager, OCI Operations

Oracle
06.2019 - 04.2020
  • Managed shut down of inaugural OCI internal region, facilitating migration of all critical OCI services in coordination with 20 product directors to strengthen security and compliance.
  • Served as primary contact for strategic OCI customer, The Gap, ensuring success across multiple work streams.
    Established foundation for multi-million dollar cloud service agreement.
    Managed IaaS, PaaS, and SaaS initiatives to align with client objectives.
  • Directed strategic organizational planning for 2,500-member Operations and Support team, encompassing team composition and promotion process.
  • Enhanced Support and Operations performance by developing scorecards and metrics, including Service Request Time to Resolve by product area.

Infrastructure Data Center Planning Lead

Oracle
04.2018 - 06.2019
  • Drove leadership decisions on $500M in Data Center Expansion space by creating a framework to summarize complex material into a simplified decision matrix.
  • Streamlined the OCI Sparing Process by performing analysis and creating the Spares Strategy Document which identifies several problem statements and recommendations.
  • Wrote technical business requirements for a new tool, Parts Planning, to systematize and automate sparing decisions. The tool automatically calculates failure rates and required quantities on site to remove the manual calculations
  • Aligned leadership strategic direction and decision making by creating the OCI Power Strategy Deck for execs to use as a go-to when expanding OCI strategy to Oracle executives.
  • Created and managed Project to develop reporting capabilities to manage OCI Power and Space Allocation Strategy.
  • Designed requirements for a Power and Space Tool to manage a database that systematically collects, stores and reports lease and invoice information from colo providers. This tool reduces human resources and opportunity for error in current manual reporting process. It provides OCI the ability to compare data from colo providers to OCI metered power to ensure correct billing
  • Created forecast model for colo power and space costs to be used for ad-hoc analysis as well as regular reporting.

Compliance Manager, Worldwide Payment Solutions

Microsoft
05.2016 - 03.2018
  • Responsible for risk management and SOX Controls of a $4B annual financed revenue stream, which enables customer to expand IT purchasing power and improve cash flow with payment plans aligned to their budgets.
  • Identified and mitigated risks in Microsoft’s Payment Solutions processes through partner audit program, which involves traveling internationally to banking partners to analyze detailed banking procedures with unique statutory & tax requirements.
  • Responsible for Incubation compliance, where Microsoft’s new volume licensing business ideas are tested for viability
  • Manage global partner compliance relationships across 6 different financing models and 10 banks, balancing worldwide operational process excellence with localized banking requirements such as anti-money laundering, statutory and tax law.

Windows & Surface Revenue Controller - North America Sales, Marketing & Services Group

Microsoft
04.2015 - 05.2016
  • Responsible for driving $3B annual revenue stream for US Sales of Microsoft's Windows and Surface, including marketing spend.
  • Partnered with Product Marketing to successfully launch new products such as Surface Pro 4, Surface Book, and Surface Hub.
  • Pioneered district level sales analytics tool in Microsoft Powerbi. Provided business insights and analysis regularly at the US Leadership team meetings to drive sales and improve financial results.
  • Accomplished successful merger of the Microsoft Stores Commercial Surface P&L into the US P&L resulting in an upgrade to the accuracy and timelines of consolidated Surface results.

Finance Manager - North America Sales, Marketing & Services Group

Microsoft
Bellevue
07.2010 - 04.2015
  • Major Accomplishments: 3 Promotions, Gold Star CFO Award, top performance rating possible (1)
  • Strategic Planning and P&L Management
  • Managed team of 2 successful financial controllers who significantly improved insights reporting to their departments
  • Led P&L budgeting, forecasting and plan review activities for the US sub +$600M Variable Spend budget (Marketing, Business Investment Funds, and Procured Resources), achieved Contribution Margin targets each year and the MS “Top Sub” award
  • Received award from the North America CFO in 2012, 2013 & 2014 for adapting budget process to changing environment
  • Drove strategic planning investments against our top priorities by re-inventing the marketing planning process so that ROI may be tracked using Key Performance Indicators
  • Received award directly from US COO for excellence in business partnership with the North America President, CFO & COO
  • Implemented successful re-org and -10% workforce reduction (3,000-person org) in the P&L through OPEX management and blueprint change process that facilitated rapid understanding of these major changes to the organization.
  • Lowered costs by delivering T&E analysis monitoring indicators such as number of days booked in advance and trip purpose.
  • Received Microsoft Gold Star Award for using Six Sigma Methodology to streamline the US quarterly earnings reporting.
  • Controls and Compliance
  • Reduced risk and improved efficiency of marketing team by creating a centralized US Purchase Order Service desk, reducing the number people who open POs from hundreds to 8 experts. Pilot used as a model worldwide.
  • Increased sales risk awareness by scripting, directing, and editing a C&C training video and knowledge test. The CFO made the training mandatory for over 1,000 people in the US & Canada.
  • Received award from the Word Wide Sales & Marketing CFO in 2014 for increasing compliance and reducing risk
  • Worked 4 weeks as an internal auditor of the China Subsidiary in Beijing, focusing on Consumer Channel and Partner Incentives that provided invaluable understanding of this critical subsidiary
  • Helped increase sales of Windows Surface to commercial businesses by designing and implementing a new program to allow customers to compliantly loan devices to customers.
  • Received award from the North America CFO for increasing sales and helping the business compliantly set up new program.

Microsoft IT Accelerated Professional Experiences program (rotational program for elite college hires)

Microsoft
07.2008 - 07.2010
  • Major Accomplishments: Promotion, international experience (lived in Germany), 6 Sigma Green Belt Certification, top performance

Technical Project Analyst

Wellington Management Company, LLP
Boston
01.2006 - 12.2006
  • Self-funded tuition through part time work managing technical support for multi-million-dollar clients

Education

Bachelor of Science - Business Administration, Concentration in Finance and Management

NORTHEASTERN UNIVERSITY
Boston, MA
05.2008

Skills

  • Organizational strategy
  • Program management
  • Executive communications
  • Customer success
  • Leadership development
  • Team building
  • Hiring and retention
  • Strategic planning

Volunteer Experience

4Afrika Employmentor, Volunteer program which aims to kick-start careers for female graduates in business and technology fields and promote skills development in the region. Included teaching at Kenyatta University in Nairobi & 12 months of mentoring.

Affiliations

  • 4Afrika Employmentor (May 2008) – Volunteer program which aims to kick-start careers for female graduates in business and technology fields and promote skills development in the region. Included teaching at Kenyatta University in Nairobi & 12 months of mentoring.

Timeline

Director, Customer Pursuit PMO

Oracle
11.2021 - Current

Senior Manager, Customer Experience Chief of Staff & PMO Leader

Oracle
04.2020 - 11.2021

Principal Technical Program Manager, OCI Operations

Oracle
06.2019 - 04.2020

Infrastructure Data Center Planning Lead

Oracle
04.2018 - 06.2019

Compliance Manager, Worldwide Payment Solutions

Microsoft
05.2016 - 03.2018

Windows & Surface Revenue Controller - North America Sales, Marketing & Services Group

Microsoft
04.2015 - 05.2016

Finance Manager - North America Sales, Marketing & Services Group

Microsoft
07.2010 - 04.2015

Microsoft IT Accelerated Professional Experiences program (rotational program for elite college hires)

Microsoft
07.2008 - 07.2010

Technical Project Analyst

Wellington Management Company, LLP
01.2006 - 12.2006

Bachelor of Science - Business Administration, Concentration in Finance and Management

NORTHEASTERN UNIVERSITY

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