Vice President, Global Incident Management & Escalations

The worldwide data management software market is massive (IDC forecasts it to be $137.6 billion by 2026!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

We have an incredible opportunity for a transformational leader to join the MongoDB Technical Services team, leading the Global Incident Response Team, incorporating Incident Management and Escalations. This will be a player-coach role that oversees the team that ensures our customers and prospects are able to successfully run MongoDB at scale and helps them navigate any “bumps in the road” they may encounter.

Typical responsibilities of the team include:

• Managing critical, “seconds matter” production down incidents to rapid closure
• Overseeing post-incident root cause analyses, including ongoing continuous improvement in broader Technical Services organization to prevent future recurrence
• Collaborating with sales, communications, customer success and other field teams on addressing issues which may be impeding expansion of 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, where appropriate)

This is a role with a tremendous amount of customer interface. Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex and fast-moving situations, and applying preparation and active rehearsal to often complicated technical emergencies, this is the job for you. 

The Technical Services team is growing quickly. This role will have a significant impact on the success of the global organization, helping to position our escalation management for scale, efficiency and top-notch customer satisfaction.

We are looking to speak to candidates who are based in the NYC metro.

Team Overview:

Technical Services has nearly 350 global team members in offices spanning the entire globe. The Americas team has offices in New York City, Austin, Palo Alto, Toronto, Vancouver, and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions.

Candidate Profile:

Required

• At least ten (15) 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 three (3) years experience leading a global Escalation Management function.
• Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency.
• Lead post-incident problem recurrence prevention efforts 
• 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 SaaS experience. IaaS or PaaS are highly desirable.
• Experience producing management dashboards and scorecards using tools like Tableau.

Success Measures:

• Within 30 days
  
  
• Complete our new hire technical training program;