The opportunity
Serving as the West Coast anchor for MongoDB's Global VIP Support, this position acts as the “single-threaded DRI” for the technology needs of M3 — the CEO's direct reports — in the US Pacific time zone. You hold end-to-end accountability for their digital journey, from two…
What you'll do
Maintain full accountability for the digital experience. Act as the primary: Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed. This encompasses everything from initial pre-onboarding configurations to ongoing daily troubleshooting, event coordination, and travel support
Build the relationships. Cultivate and manage key partnerships. Foster: strong, reliable connections throughout the executive support circle, including the leader themselves, their Executive Assistant (your primary daily collaborator), the Chief of Staff, and the Customer Advocacy/Office of the CEO teams. Approach every engagement with professional executive presence, characterized by composure, sound judgment, and absolute discretion
Stay ahead of needs. Run regular check-ins on pain points, preferences, and: upcoming needs; maintain each executive's event and travel calendar and reach out ahead of every key event and trip
Communicate progress with transparency. Keep every project you lead updated: with an accurate status—On Track, At Risk, or Blocked—and alert your manager to scheduling concerns before deadlines pass. Monitor and report on weekly KPIs to ensure elite service levels for MTTR, FTTR, and CSAT
Intake & assignment. Act on the same-business-day executive flag from: Recruiting/HR; pick up the DRI assignment immediately
Stakeholder coordination. Two weeks before Day 1, connect with the EA / Chief: of Staff to capture device and setup preferences and align on first-week needs
What they're looking for
- Onboarding execution and readiness. You are responsible for ensuring all: hardware is fully configured and delivered three business days before the start date, with all essential applications assigned prior to Day 1
- Confidentiality Protocol for Sensitive Hiring. For onboardings designated as: confidential, implement supplementary title-masking and profile-concealment measures in addition to the primary DRI-led workflow—augmenting existing procedures rather than substituting them. As a general principle, handle all role-related data as inherently sensitive and confidential, strictly adhering to company NDA requirements
- Top-tier executive hotline. Carry a monitored cell phone reachable by direct: call or text for the most critical issues affecting the CEO and top executives — a path that bypasses the ticket queue so senior leaders always reach an immediate human
- PagerDuty on-call. Participate in the global VIP after-hours/weekend: rotation; acknowledge, apply workarounds, escalate per the VIP matrix, and coordinate with NYC/EMEA counterparts