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Director, Escalation Management

🕒 4 days ago
Incident ManagementEscalation ManagementTechnical LeadershipCustomer Success

📜 Description

  • Collaborating with global leadership to architect and execute strategic plans for critical situations management.
  • Directing time-sensitive, high-severity production incidents to swift resolution, reinforcing customer trust.
  • Leading post-incident root cause analyses and fostering ongoing improvements across Technical Services.
  • Partnering with sales, professional services, and customer success to address barriers to product adoption.
  • Engaging with managers and engineering personnel to proactively avert escalations by aligning resources.
  • Coordinating with product management and engineering to address product issues and advocate for enhancements.

🛠️ Requirements

  • A minimum of 10 years of experience in a highly technical, post-sale leadership role within a software company.
  • At least 4 years leading Incident Response or Escalation Management functions with a global footprint.
  • Proven experience establishing frameworks for de-escalating high-severity issues to optimize client experience.
  • Demonstrated success in recruiting, hiring, and mentoring high-performing teams.
  • Capability to manage deeply technical engineers and master intricate concepts related to MongoDB's products.
  • Proficiency in leading customer sessions and delivering executive presentations to diverse stakeholders.
  • Strong people management background with a focus on career advancement in fast-paced settings.
  • Extensive background managing escalations at substantial scale across multiple teams.

Benefits

  • That-make-a-difference-at-mongodb">From employee affinity groups, to fertility assistance and a generous parental leave policy , we value

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