# Senior Program Manager **Company**: MongoDB **Location**: Dublin **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/mongodb/jobs/8267650?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_75759394-0f2 ## Description MongoDB's Incident & Escalation Management (IEM) function coordinates cross-functional responses to critical customer situations and drives improvements to how we respond over time. We're looking for a Senior Program Manager to strengthen the function's ability to deliver its program priorities consistently across regions through focused planning, disciplined execution, clear visibility, and dependable follow-through. As an execution partner to IEM leadership, you'll help turn strategic priorities and operational learnings into a measurable book of work. You'll establish clear plans, ownership, operating cadences, risk visibility, and follow-through, while bringing an informed external perspective on relevant industry practices. **Responsibilities:** - Own the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisions - Partner with IEM leaders and sponsors to identify and prioritize strategic focus areas, assess opportunities to mature the function, and recommend practical improvements aligned with relevant industry practices - Turn ambiguous needs into scoped, measurable work - Drive delivery across Technical Services, Engineering, Product, Customer Success, Sales, and partner teams - Establish and run planning, program-review, and risk-review cadences - Connect IEM program works with the Customer Organization's wider PMO - Help translate recurring incident and escalation patterns into prioritized improvement work - Advance incident-response and escalation practices - Partner with data and tooling teams to improve operational instrumentation, metrics, reporting, workflow integration, and automation - Mature program reporting by refining outcome and health measures - Prepare concise updates, requirements, specifications, operating proposals, decision records, and executive-ready summaries - Coordinate readiness and adoption so approved changes are understood, operationalized, and sustained **What success looks like:** - Priority initiatives have clear outcomes, accountable owners, realistic milestones, active risk tracking, and reliable follow-through - Leaders have an accurate, timely view of program health, delivery risks, dependencies, capacity constraints, and decisions needed - Post-incident and post-escalation learning becomes prioritized, durable improvement - Readiness, handoffs, communications, and closure practices become more consistent and measurable across teams and regions - Escalation Managers, Incident Commanders, and technical experts spend less time coordinating program work and more time applying their expertise to customers, incidents, and teams **How success will be assessed:** The role will be evaluated on program health and operational outcomes. Measures will be baselined during the first 60–90 days and refined with leadership. **What you'll bring:** - 7–10 years of progressive program or project management experience - Significant experience leading complex, cross-functional programs in a global enterprise - Demonstrated experience with incident response, major-incident management, customer escalations, crisis management, service operations, trust & safety, or closely related operational programs at scale - Strong project and program-management fundamentals - Experience establishing useful operating cadences and decision-ready reporting - The ability to structure ambiguous requests into clear requirements, operating proposals, decision records, and measurable work - Excellent written and verbal communication - Sound judgment in high-pressure, ambiguous environments **Helpful experience:** - Experience in enterprise SaaS, cloud services, technical support, production operations, or another customer-facing technology organization - Familiarity with highly technical platforms, distributed systems, databases, reliability, or service-management practices - Experience with post-incident improvement programs, corrective-action tracking, operational dashboards, incident metrics, or executive reporting ## Skills ### Required - program management - project management - incident response - major-incident management - customer escalations - crisis management - service operations - trust & safety ### Nice to have - enterprise SaaS - cloud services - technical support - production operations - highly technical platforms - distributed systems - databases - reliability - service-management practices --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/mongodb/jobs/8267650?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)