Senior Program Manager

Join MongoDB as a Senior Program Manager in the Incident & Escalation Management (IEM) function. In this role, you will coordinate cross-functional responses to critical customer situations and drive improvements in our response processes. You will work closely with IEM leadership and various teams across the Americas, Asia Pacific, and EMEA. This is a program-management role focused on execution, planning, and delivery.

Responsibilities

• Coordination of cross-functional responses to critical customer situations and driving improvements in incident and escalation management.
• Establishment of clear plans, ownership, operating cadences, risk visibility, and follow-through for prioritized work.
• Collaboration with various teams to turn strategic priorities and operational learnings into a measurable book of work.
• 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
• 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
• 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

Requirements

• 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
• Sound judgment in high-pressure, ambiguous environments; a collaborative, calm approach to resolving blockers; and the ability to create accountability without adding unnecessary process
• 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
• Experience working across global teams, time zones, and organizational boundaries, and with program or delivery-management tools
• 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 recognized program or project management qualification, such as PMP or PRINCE2, is preferred
• 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
• 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