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