MongoDB Vice President Global Incident Management & Escalations 

United States, New York, New York 

414734919

• Managing critical, “seconds matter” production down incidents to rapid closure, ensuring customer confidence is retained and enhanced by a world class experience
• Overseeing post-incident root cause analyses, including ongoing continuous improvement in the broader Technical Services organization to reduce the likelihood of recurrence
• Collaborating with sales, professional services, customer success and other field teams on addressing issues which may be impeding expansion of product use within an account
• Partnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right time
• Collaborating with the product management and engineering teams to address issues which necessitate attention from those teams (including advocating for feature requests and accelerated defect resolution, where appropriate)
• Working cross-functionally to drive continuous improvement, ensuring that from an “outside in” perspective, customers experience MongoDB as a single unified team during an incident

Required

• At least ten (10) years experience in a highly technical, post-sale leadership role at a software company in either a Customer Support or Professional Services role
• At least (4) years of experience in an Incident Response global leadership role
• Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency
• Experience sourcing, hiring and developing global teams
• Experience with implementing ITIL, Incident Command, and knowledge services
• Ability to support virtual and on-site meetings with customers, and competently manage a presentation to a group of up to 30 people who possess varying role levels (from engineers to C-level executives)
• Prior global people management experience with a focus on career development in a high-growth, rapidly changing corporate environment
• Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management)

Desirable

• Prior experience as a software engineer or DevOps expert is desirable, as MongoDB is a highly technical platform product and successful candidates typically are comfortable with light programming, writing queries, and operating in a command shell
• Prior work at a database company, specifically in the NoSQL market, or a similar highly concurrent distributed system used in production architectures
• Born-in-the-cloud XaaS experience; IaaS or PaaS highly desirable
• Experience producing management dashboards and scorecards using tools like Tableau

Within 30 days

• Complete our new hire technical training program; be able to speak confidently about our total portfolio of products
• Be able to navigate our core products at a beginner level
• Network with Peers across Customer Engineering, Customer Success, Development and Product Management
• Conducts listening sessions amongst global leaders about areas for improvement in the escalation management program

Within 60 days

• Understands our global follow-the-sun processes and escalation processes
• Initiates 1on1s with key stakeholders across field-facing and product development organizations to build cross-functional relationships and maintain consistent communications about escalations current and recently closed (e.g. covering specific account details, strategy, overall wellness of the program)
• Is able to handle a minor process escalation independently
• Begin conducting regular 1on1s with staff of escalation managers as well as other managers within Technical Services

Within 90 days

• Demonstrates ability to handle more complex escalations and emergency situations
• Implements effective bi-directional communication between the escalation management team and the global management team
• Completes an exhaustive review of the global escalation management function; presents findings to the TS global senior leadership team. Validates potential recommendations with this team

At 120 days and onward

• Based on previous, develops first draft of a strategic roadmap for escalation management as a company-wide program; inventories tools, assets and processes, and begins planning requests-for-investment to scale capabilities
• Conducts three on-site interviews with enterprise customers who have recently experienced a high-severity (business-impacting) issue, make at least one change to process and/or systems to improve future customer experience
• Produces growth plans for the team of regional managers of escalations and their escalation managers