Director, Escalation Management

📋 Description

• Lead Technical Services Escalation team across EMEA with a hands-on, strategic approach.
• Own high-profile escalations with global coordination and executive visibility.
• Scale the team, refine processes, and drive global incident programs.
• Collaborate with Sales, Professional Services, CS, and Engineering to remove barriers to product
• Align resources to critical activities and advocate for product improvements.
• Ensure MongoDB is experienced as a seamless, unified platform during critical events.

🎯 Requirements

• 10+ years in a technical, post-sale leadership role in software.
• At least 4 years in Incident Response or Escalation Management with global scope.
• Experience establishing frameworks to de-escalate high-severity issues.
• Proven history recruiting, hiring, and mentoring regional/global teams.
• Ability to lead technical engineers and understand MongoDB cloud/on-premise suites.
• Experience delivering executive presentations to diverse stakeholder groups.

🎁 Benefits

• Competitive compensation
• Flexible/hybrid work options
• Leadership development and career growth
• Culture and benefits information available on MongoDB site