Technical Services Operations Specialist

New York

Are you an expert at keeping the trains running on time and have a proven talent for building new tracks when necessary? Do you have a passion for people and processes? Come join the MongoDB Technical Services team and help it run smoothly, efficiently and predictably!  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.

Our Operations Specialist will help the Technical Services leadership team (1) develop and enact new programs to better serve our customers and colleagues, (2) effectively record and communicate changes in policies and procedures, both internally and externally (3) arrange and guarantee worldwide resources to meet various program requirements (e.g. scheduling weekend on-call duties) as well as customer contract obligations (e.g. customer site visits), and (4) ensure our existing policies, processes and systems are executed smoothly.  Your top concern will be delighting MongoDB customers and partners by promoting and exemplifying excellence in our delivery of post-sales services.

Responsibilities

  • Manage the operational details of all 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
    • Product lifecycle management
  • Evaluate and analyze organizational and operational practices at a global level
  • Ensure policies and processes are recorded, communicated and followed
  • Leverage reporting and analytics to facilitate review of policy and process effects
  • Advocate and drive continuous organizational improvements
  • Communicate with all levels in the company including senior management
  • Coordinate with customers about operational concerns (e.g. access to systems)
  • Collaborate with Technical Services leadership team as well as Customer Success program staff to ensure integrated worldwide processes and customer experience
  • Assist with vendor management including research, renewal processing, etc.
  • Collaborate with our legal team on maintaining our customer-facing Support Policies and Terms and Conditions
  • Occasional travel is required (1-2 times per year)

Qualifications

  • Bachelor’s degree or equivalent work experience
  • A minimum of 3 years of related 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
  • 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 think both tactically and strategically
  • Able to work in a fast-paced, rapidly growing environment against tight deadlines when required
  • Exceptional operational analysis and cross-group collaboration skills
  • Excellent written and oral communication skills, follow-through and problem-solving abilities
  • Able to promptly and tactfully communicate with customers, provide resolutions and/or direct requests and unresolved issues to appropriate resources
  • Experience with tools such as spreadsheets, support case management systems, customer relationship management systems (Salesforce preferred), reporting tools (Tableau preferred) and marketing communication systems (Eloqua and Mailchimp preferred)

To applicants in the European Union: Please find our EU applicant personal information notice here.

To all recruitment agencies: MongoDB does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or MongoDB employees. MongoDB is not responsible for any fees related to unsolicited resumes.