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 and run applications anywhere—on premises, or across cloud providers.
We are looking for an Operations Specialist who can help us drive excellence and efficiency in our delivery of a variety of technical support services to our worldwide customer base.
Responsibilities
Collaborate with the Technical Services leadership and staff to ensure integrated worldwide processes and customer experience.
Manage the operational details of the Technical Services programs which include:
Organizing global on-call, out-of-office and other mission-critical schedules.
Coordinating external and internal messaging about policies and programs.
Driving external and internal product lifecycle management processes and communications with new releases of MongoDB software.
Support the measurement and analysis of teamwide Key Performance Indicators (KPIs) and metrics.
Ensure policies and processes are well-documented, communicated and followed.
Leverage reporting and analytics to facilitate review of policy and process effects.
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.
Service customers' operational critical needs (e.g. access to systems).
Collaborate with our legal team on maintaining our customer-facing Support Policies and Terms and Conditions.
Occasional international travel is required (1-2 times per year, only as conditions safely permit).
Qualifications
Bachelor's degree or equivalent work experience.
2-3 years of relevant operations management experience.
Understands the objectives of an enterprise software services team and has a technical aptitude for solving operations 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), spreadsheets, support case management systems, customer relationship management systems (Salesforce preferred), reporting tools (Tableau preferred) and marketing communication systems (Eloqua and Mailchimp preferred).
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 opportunity employer.
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