The database market is massive (the IDC estimates it to be $119B+ by 2025!) and MongoDB is at the head of its disruption. The MongoDB community is transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern 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.

MongoDB is looking for someone who is an expert at keeping the trains running on time, who has a passion for people and process and getting the best out of an organization.  Do inefficiencies and ineffectiveness in processes and programs keep you up at night?  If so, come join the MongoDB Technical Services Operations team and help it run smoothly, efficiently and predictably!  We are looking for a Director of Operations who can help us drive excellence and efficiency in our delivery of a variety of technical support services to our worldwide customer base.

The Director of Operations will directly contribute to the successful scaling of the Technical Services organization by overseeing its critical operating processes. The Director of Operations will delight MongoDB customers and partners by promoting and exemplifying excellence in our delivery of post-sales services.

Success in the role means working with the Technical Services management team to (1) develop and rollout new programs to better serve our customers and colleagues, (2) effectively negotiate, record and communicate changes in policies and procedures, both internally and externally, (3) arrange and guarantee worldwide resources to meet various program requirements (e.g. scheduling weekend on-call duties) as well as customer contract obligations (e.g. customer site visits), (4) ensure our existing policies, processes and systems are executed effectively and efficiently and (5) manage the global team of Operations Specialists.  Success with this initial scope will allow for additional opportunities in the future.

Responsibilities

• Manage the global Operations Specialists team, which is collectively responsible for
  • Resource management, including work forecasting and scheduling of global on-call, out-of-office and other roles and shifts within the global team
  • Coordinating external and internal messaging about policies and programs
  • Product lifecycle coordination
  • Ensuring policies and processes are recorded, communicated and followed consistently
  • Coordinating with customers about operational concerns (e.g. access to systems, user management, etc.)
  • Maintain our customer-facing Support Policies and Terms and Conditions, including exception handling and documentation
• Coordinate with our program managers to ensure consistency and correctness of organizational and operational practices at a global level
• Leverage reporting and business intelligence to assess the impact of changes; manage ongoing metrics and visibility into KPIs and team performance
• Drive continuous organizational effectiveness improvements
• Communicate with all levels in the company including executive leadership and across multiple departments, including Sales, Legal, Customer Success and Business Systems
• Collaborate with Technical Services leadership and program teams as well as Customer Success leadership to ensure well-integrated worldwide processes and customer experience
• Assist with vendor management including requirements gathering, research, evaluation and selection, renewal processing, etc.
• Occasional travel is required (2-3 times per year) to attend business meetings and offsites

Qualifications

• Bachelor’s degree or equivalent work experience 
• A minimum of 8 years of related operations management experience and experience managing a skilled team
• Understands the objectives of an enterprise software services team and has a technical aptitude for solving operations issues with sophisticated, scalable, systems-based solutions
• Focuses on the data for answering questions; you like to “do the math”
• Attends to details and can anticipate next steps with minimal direction
• Able to think both tactically and strategically on a global scale
• Able to work in a fast-paced, rapidly growing environment against tight deadlines when required
• Exceptional operational analysis and cross-group collaboration skills
• Excellent written and oral communication skills, follow-through and problem-solving abilities
• Able to promptly and tactfully communicate with customers, provide resolutions and/or direct requests and unresolved issues to appropriate resources
• Experience with tools such as spreadsheets, support case management systems, customer relationship management systems (Salesforce preferred), reporting tools (Tableau preferred) and marketing communication systems (Eloqua and Mailchimp preferred)

This role is remote optional until November 1, 2021, we are looking to speak to candidates who plan to be available in New York City for when we introduce our hybrid model.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.