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