The opportunity
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…
What you'll do
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. Clarify outcomes, sequence: milestones, establish accountable owners, document decisions and delivery expectations, and coordinate technical and cross-functional reviews
Drive delivery across Technical Services, Engineering, Product, Customer: Success, Sales, and partner teams. Clarify accountability and handoffs, resolve dependency gaps, and surface blockers, capacity constraints, and resourcing risks early—with options and recommendations
Establish and run planning, program-review, and risk-review cadences. Keep: backlogs and program records current and decision-ready, track commitments, facilitate decisions, and follow agreed actions through closure
Connect IEM program works with the Customer Organization’s wider PMO,: aligning planning, governance, dependencies, and reporting to ensure organizational alignment and visibility
What they're looking for
- Help translate recurring incident and escalation patterns, post-incident: findings, customer-impacting gaps, and corrective actions into prioritized improvement work with owners, timelines, milestones, and verifiable closure criteria. Coordinate root-cause analysis completion and customer incident-report delivery with clear ownership and quality expectations
- Advance incident-response and escalation practices, including frameworks and: playbooks, readiness, communications, training, simulation exercises, post-incident review, and consistent implementation across teams and regions
- Partner with data and tooling teams to improve operational instrumentation,: metrics, reporting, workflow integration, and automation. Help ensure AI-enabled workflows are appropriately governed, measured, and human-reviewed.
- Mature program reporting by refining outcome and health measures, improving: data quality and consistency, establishing baselines, and turning operational data into actionable insights - not simply reporting activity or optimizing a single response-time metric
