MongoDB’s Incident & Escalation Management (IEM) function coordinates cross-functional responses to critical customer situations and drives improvements to how we respond over time. We’re looking for a Senior Program Manager to strengthen the function’s ability to deliver its program priorities consistently across regions through focused planning, disciplined execution, clear visibility, and dependable follow-through.As an execution partner to IEM leadership, you’ll help turn strategic priorities and operational learnings into a measurable book of work. You’ll establish clear plans, ownership, operating cadences, risk visibility, and follow-through, while bringing an informed external perspective on relevant industry practices. You’ll partner with the IEM team and stakeholders across Technical Services, Engineering, Product, Customer Success, Sales, and other teams in the Americas, Asia Pacific, and EMEA.This is a program‑management role - not an incident commander or technical investigator role. Functional leaders and incident responders retain accountability for strategy, policy, technical decisions, people leadership, and live operational response. You’ll own the execution system around prioritized work so leaders and subject‑matter experts can focus on customers, technical judgment, incident leadership, and their teams.We are looking to speak to candidates who are based in Toronto for our hybrid working model.What you’ll doOwn the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisionsPartner with IEM leaders and sponsors to identify and prioritize strategic focus areas, assess opportunities to mature the function, and recommend practical improvements aligned with relevant industry practicesTurn ambiguous needs into scoped, measurable work. Clarify outcomes, sequence milestones, establish accountable owners, document decisions and delivery expectations, and coordinate technical and cross‑functional reviewsDrive delivery across Technical Services, Engineering, Product, Customer Success, Sales, and partner teams. Clarify accountability and handoffs, resolve dependency gaps, and surface blockers, capacity constraints, and resourcing risks early—with options and recommendationsEstablish and run planning, program‑review, and risk‑review cadences. Keep backlogs and program records current and decision‑ready, track commitments, facilitate decisions, and follow agreed actions through closureConnect IEM program works with the Customer Organization’s wider PMO, aligning planning, governance, dependencies, and reporting to ensure organizational alignment and visibilityHelp translate recurring incident and escalation patterns, post‑incident findings, customer‑impacting gaps, and corrective actions into prioritized improvement work with owners, timelines, milestones, and verifiable closure criteria. Coordinate root‑cause analysis completion and customer incident‑report delivery with clear ownership and quality expectationsAdvance incident‑response and escalation practices, including frameworks and playbooks, readiness, communications, training, simulation exercises, post‑incident review, and consistent implementation across teams and regionsPartner with data and tooling teams to improve operational instrumentation, metrics, reporting, workflow integration, and automation. Help ensure AI‑enabled workflows are appropriately governed, measured, and human‑reviewed.Mature program reporting by refining outcome and health measures, improving data quality and consistency, establishing baselines, and turning operational data into actionable insights - not simply reporting activity or optimizing a single response‑time metricPrepare concise updates, requirements, specifications, operating proposals, decision records, and executive‑ready summaries that make progress, trade‑offs, risks, and decisions clearCoordinate readiness and adoption so approved changes to processes, tooling, roles, communications, and operating procedures are understood, operationalized,



and sustainedWhat success looks likePriority initiatives have clear outcomes, accountable owners, realistic milestones, active risk tracking, and reliable follow‑throughLeaders have an accurate, timely view of program health, delivery risks, dependencies, capacity constraints, and decisions neededPost‑incident and post‑escalation learning becomes prioritized, durable improvement; corrective actions haveclear owners and do not remain open‑endedReadiness, handoffs, communications, and closure practices become more consistent and measurable across teams and regionsEscalation Managers, Incident Commanders, and technical experts spend less time coordinating program work and more time applying their expertise to customers, incidents, and teamsProgram measures guide decisions and improvement, while execution reliability and stakeholder confidence increaseHow success will be assessedThe share of priority initiatives with transparent outcomes, accountable owners, milestones, and active risk trackingInitiatives and process improvements completed and adoptedClosure rate and aging of post‑incident and post‑escalation actions, overdue actions, and unresolved dependenciesEvidence that recurring incident and escalation patterns are being addressed through durable process, tooling, or product changesStakeholder confidence in visibility, coordination, and decision follow‑throughSampled estimates of coordination time returned to operational leaders and subject‑matter expertsWhat you’ll bring7–10 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 welcomeSignificant experience leading complex, cross‑functional programs in a global enterprise or similarly demanding environment, delivering through a matrix rather than relying on direct authorityDemonstrated 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‑throughA track record of building or improving operational programs - not only tracking projects - including governance, operating cadences, roles and handoffs, readiness, metrics, and continuous‑improvement mechanismsStrong 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 adoptionExperience establishing useful operating cadences and decision‑ready reporting, and working with operational data to set baselines, interpret trends, and turn evidence into practical recommendationsThe 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.Sound judgment in high‑pressure, ambiguous environments; a collaborative, calm approach to resolving blockers; and the ability to create accountability without adding unnecessary process.Experience working across global teams, time zones, and organizational boundaries, and with program or delivery‑management toolsA recognized program or project management qualification, such as PMP or PRINCE2, is preferredHelpful experienceExperience in enterprise SaaS, cloud services, technical support, production operations,



or another customer‑facing technology organizationFamiliarity with highly technical platforms, distributed systems, databases, reliability, or service‑management practicesExperience with post‑incident improvement programs, corrective‑action tracking, operational dashboards, incident metrics, or executive reportingExperience improving incident‑management tooling, communications workflows, workflow automation, or responsibly governed AI‑enabled operationsExperience coordinating global teams across regions, time zones, and follow‑the‑sun operating modelsWhat you can expect in your first 90 daysFirst 30 days: Build relationships with sponsors, functional leaders, and program owners. Understand the operating model, active program work, commitments, decision forums, systems of record, reporting, and key measuresBy 60 days: Reconfirm priorities, outcomes, owners, sequencing, dependencies, capacity constraints, and delivery expectations. Review risks, blockers, post‑incident actions, and recurring coordination gaps; establish an initial baseline for program health and measuresBy 90 days: Present a prioritized program overview, baseline assessment, risk and dependency summary, initial measure results, and recommendations for the next two quarters. Establish or strengthen the operating cadence, reporting, decision forums, and escalation pathsAbout MongoDBMongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud‑native platform, MongoDB Atlas, is the only globally distributed, multi‑cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.With offices worldwide and over 67,000 customers, including AI‑native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!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 opportunities employer.Req ID: AI is used to review applications based on job‑related criteria and does not replace human decision‑making. The hiring team decide who moves forward.MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully‑paid gender‑neutral parental leave, fertility and adoption assistance, Registered Retirement Savings Plan (RRSP) with employer match, mental health counseling, backup child and elder care, and health, dental, and vision benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to candidates based in Canada.MongoDB’s base salary range for this role in Canada is:$129,000—$178,000 CAD#J-18808-Ljbffr

📌 Senior Program Manager (Toronto)
🏢 Mongodb
📍 Toronto