The opportunity
MongoDB is seeking a senior leader to build a new communications function within the Customer Organization. This role will own the strategy, operating model, governance and execution framework for a spectrum of situations requiring customer and stakeholder communications,…
What you'll do
Define the charter, scope, roadmap, and operating model for the Customer Communications function at MongoDB
Codify decision rights, review workflows, and escalation criteria for all operational communications.
Orchestrate a scalable global model that ensures 24/7 follow-the-sun support.
Recruit and mentor a team of specialized Communications Managers known for: technical fluency and operational precision.
Lead communications for high-severity incidents, major customer-impacting: events, critical advisories, and other non-urgent operational situations
Ensure communications are timely, technically credible, audience-appropriate,: and aligned across all stakeholder groups
What they're looking for
- Experience in Customer Support, Technical Services, Incident Management,: Critical Communications, Escalation Management, SRE, Operations, or Customer Success in a cloud or PaaS company
- Experience building or operating a centralized urgent, crisis, incident, or critical communications capability
- Familiarity with communication tooling, CRM systems, operational notification: platforms, and customer segmentation models
- Experience working with global teams in a follow-the-sun operating environment
- Knowledge of incident command, crises management, business continuity, or related operational frameworks
- Strong judgment in balancing speed, accuracy, legal/compliance: considerations, and customer trust during high-pressure situations
