Vice President, Global Incident Management & Escalations

The worldwide data management software market is massive (According to IDC, the data management software market is forecast to be $94 billion in 2023 growing to approximately $153 billion in 2027, representing a 13% compound annual growth rate). 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 and Escalation Management. This is a crucial executive role that oversees the team that ensures our customers are able to successfully run MongoDB at scale and helps them navigate any “bumps in the road” they may encounter. This role relies on an executive who can operate both “hands-on,” taking ownership of high visibility escalations requiring whole-of-company response, while also building the team and its processes to achieve strategic goals as MongoDB rapidly scales.

Typical responsibilities of the team include:

• 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

This is a technical executive 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 thrives in highly technical environments, enjoys helping customers, managing complex and fast-moving situations, and applying preparation and regular rehearsal to often complicated technical emergencies, this is the job for you. 

The Technical Services team is growing quickly. This executive leadership 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 New York City, San Francisco, Toronto or Dublin for our hybrid working model.

Team Overview:

Technical Services has over 400 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 (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