Operations Manager, Technical Services (NYC)

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data.

We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.

Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure.

Atlas allows customers to build anywhere on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

• Our Operations Manager will help the Technical Services leadership team (1) develop and enact new programs to better serve our customers and colleagues;
• 2) manage capacity and workforce, ensuring 24 / 7 premium support availability for MongoDB customers; (3) forecast and manage revenue;
• 4) execute our existing policies, processes, and systems smoothly and creating, updating, and maintaining efficient operations and processes;

5) automate for scale; and (6) proactively and reactively remove roadblocks in support of our mission to deliver top-notch service to customers.

Your top focus will be enabling Technical Services to delight MongoDB customers and partners by promoting and exemplifying excellence in our delivery of post-sales services.

The Operations Manager will focus heavily on our Premium Services business, which is a premium support offering for our most strategic customers.

The successful candidate has strong general management skills and serves a dual role of facilitating effective operations through the development and implementation of new processes while also promoting a high standard of accountability across individuals in disparate geographies and teams.

Strong manage-by-influence skills are a necessity.

We are looking to speak to candidates who are based in New York City, NY for our hybrid working model. It is expected for individuals to be in-office 3-5 days per week.

Responsibilities

• Collaborate with the Technical Services leadership and staff to ensure integrated worldwide processes and customer experience.
• Partner with the Program Management Organization (PMO) to develop key operational aspects of new programs, helping those programs move from a launch state to a scalable, mature state.
• Manage the operational details of the Technical Services programs which include :
• Organizing global on-call, out-of-office and other mission-critical schedules
• Maintaining Salesforce data hygiene, running reports, and producing data-driven insights about account operations and health
• Owning program-specific revenue operations, forecasting, and potentially cost management
• Managing customer account operations like onboarding and staffing assignments
• Coordinating external and internal messaging about policies and programs
• Managing a schedule of customer commitments and providing regular updates on progress against those
• Coordinating with cross-functional teams like Customer Success to schedule key customer-facing activities
• Servicing customers’ operational critical needs (e.g. access to systems)
• Ensuring policies and processes are well-documented, communicated and followed
• Support the measurement and analysis of program-wide Key Performance Indicators (KPIs) and metrics
• Advocate for and drive major initiatives that move the organization forward and help us scale
• Communicate with all levels in the company including senior management
• Collaborate with our legal team on maintaining our customer-facing Support Policies and Terms and Conditions
• Occasional international travel may be required (1-2 times per year, only as conditions safely permit)

Qualifications

• Bachelor’s degree or equivalent work experience
• 5+ years of relevant operations management experience
• Understands the objectives of an enterprise software services team and has a technical aptitude for solving issues with sophisticated, scalable, systems-based solutions
• Is customer-service oriented; excellent written and oral communication skills, follow-through and problem-solving abilities coupled with a customer-centric perspective and approach
• Focuses on the data for answering questions; you like to do the math
• Attends to details and can anticipate next steps with minimal direction
• Able to break strategic initiatives down into tactical next steps and drive cross-functional execution on them
• Able to work in a fast-paced, rapidly growing environment against tight deadlines when required
• Exceptional operational analysis and cross-group collaboration skills
• Experience with tools such as task management software (Atlassian / Jira preferred), project management software (Monday.

com preferred), spreadsheets, support case management systems, customer relationship management systems (Salesforce