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 program priorities consistently across regions through focused planning, disciplined execution, clear visibility, and dependable follow-through.
As an execution partner to IEM leadership, you’ll help turn strategic priorities and operational learnings into a measurable book of work. You’ll establish clear plans, ownership, operating cadences, risk visibility, and follow-through, while bringing an informed external perspective on relevant industry practices. You’ll partner with the IEM team and stakeholders across Technical Services, Engineering, Product, Customer Success, Sales, and other teams in the Americas, Asia Pacific, and EMEA.
This is a program-management role - not an incident commander or technical investigator role. Functional leaders and incident responders retain accountability for strategy, policy, technical decisions, people leadership, and live operational response. You’ll own the execution system around prioritized work so leaders and subject-matter experts can focus on customers, technical judgment, incident leadership, and their teams.
We are looking to speak to candidates who are based in Toronto for our hybrid working model.
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
- 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
- Prepare concise updates, requirements, specifications, operating proposals, decision records, and executive-ready summaries that make progress, trade-offs, risks, and decisions clear
- Coordinate readiness and adoption so approved changes to processes, tooling, roles, communications, and operating procedures are understood, operationalized, and sustained
What success looks like
- Priority initiatives have clear outcomes, accountable owners, realistic milestones, active risk tracking, and reliable follow-through
- Leaders have an accurate, timely view of program health, delivery risks, dependencies, capacity constraints, and decisions needed
- Post-incident and post-escalation learning becomes prioritized, durable improvement; corrective actions have clear owners and do not remain open-ended
- Readiness, handoffs, communications, and closure practices become more consistent and measurable across teams and regions
- Escalation Managers, Incident Commanders, and technical experts spend less time coordinating program work and more time applying their expertise to customers, incidents, and teams
- Program measures guide decisions and improvement, while execution reliability and stakeholder confidence increase
How success will be assessed
The role will be evaluated on program health and operational outcomes - not meeting or status-report volume. Measures will be baselined during the first 60–90 days and refined with leadership. They may include:
- The share of priority initiatives with clear outcomes, accountable owners, milestones, and active risk tracking
- Initiatives and process improvements completed and adopted
- Closure rate and aging of post-incident and post-escalation actions, overdue actions, and unresolved dependencies
- Evidence that recurring incident and escalation patterns are being addressed through durable process, tooling, or product changes
- Stakeholder confidence in visibility, coordination, and decision follow-through
- Sampled estimates of coordination time returned to operational leaders and subject-matter experts
What you’ll bring
- 7–10 years of progressive program or project management experience, with a track record of growing responsibility - from coordinating smaller initiatives to leading complex, cross-functional programs. Experience outside the technology sector is welcome
- Significant experience leading complex, cross-functional programs in a global enterprise or similarly demanding environment, delivering through a matrix rather than relying on direct authority
- Demonstrated experience with incident response, major-incident management, customer escalations, crisis management, service operations, trust & safety, or closely related operational programs at scale. You understand the lifecycle from detection and triage through coordination, communication, mitigation, review, and follow-through
- A track record of building or improving operational programs - not only tracking projects - including governance, operating cadences, roles and handoffs, readiness, metrics, and continuous-improvement mechanisms
- Strong project and program-management fundamentals, including program prioritization, scope and outcome definition, sequencing, dependency and risk management, capacity awareness, backlog discipline, stakeholder alignment, delivery governance, and change adoption
- Experience establishing useful operating cadences and decision-ready reporting, and working with operational data to set baselines, interpret trends, and turn evidence into practical recommendations
- The ability to structure ambiguous requests into clear requirements, operating proposals, decision records, and measurable work.
- Excellent written and verbal communication, including concise updates for senior leaders and clear coordination across technical and customer-facing teams.
- Sound judgment in high-pressure, ambiguous environments; a collaborative, calm approach to resolving blockers; and the ability to create accountability without adding unnecessary process.
- Experience working across global teams, time zones, and organizational boundaries, and with program or delivery-management tools
- A recognized program or project management qualification, such as PMP or PRINCE2, is preferred
Helpful experience
- Experience in enterprise SaaS, cloud services, technical support, production operations, or another customer-facing technology organization
- Familiarity with highly technical platforms, distributed systems, databases, reliability, or service-management practices
- Experience with post-incident improvement programs, corrective-action tracking, operational dashboards, incident metrics, or executive reporting
- Experience improving incident-management tooling, communications workflows, workflow automation, or responsibly governed AI-enabled operations
- Experience coordinating global teams across regions, time zones, and follow-the-sun operating models
What you can expect in your first 90 days
- First 30 days: Build relationships with sponsors, functional leaders, and program owners. Understand the operating model, active program work, commitments, decision forums, systems of record, reporting, and key measures
- By 60 days: Reconfirm priorities, outcomes, owners, sequencing, dependencies, capacity constraints, and delivery expectations. Review risks, blockers, post-incident actions, and recurring coordination gaps; establish an initial baseline for program health and measures
- By 90 days: Present a prioritized program overview, baseline assessment, risk and dependency summary, initial measure results, and recommendations for the next two quarters. Establish or strengthen the operating cadence, reporting, decision forums, and escalation paths
About MongoDB
MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.
Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
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 is an equal opportunities employer.
Req ID: 3273577048
