Joshua Freeman

At Oracle, I lead product strategy, roadmaps, prioritization, and delivery for global Service Request automation supporting more than 2M customer requests each year.

I've delivered $4M+ in annual cost savings and $40M+ in lifetime savings by expanding automated resolution and knowledge-driven support workflows. My products have sustained 35% no-touch resolution in targeted support areas and delivered 60% quality enrichment across product areas.

I led agentic AI capabilities that interpret customer updates and initiate actions within support workflows, and integrated RAG into Service Request creation to improve recommended knowledge. I also directed a four-year migration from a legacy automation framework to Oracle Fusion Service.

My background in technical support and automation architecture helps me translate complex customer and technical problems into scalable workflows, product requirements, and measurable outcomes. I work closely with engineering, support leadership, and cross-functional stakeholders to improve customer experience and operational efficiency.