{"id":2358117,"url":"https://alion.io/job/mongodb-senior-program-manager-3","title":"Senior Program Manager","company":{"id":4211,"name":"MongoDB","domain":"mongodb.com","url":"https://alion.io/company/mongodb","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":103,"ghost_share":0,"stale_share":0.505,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States","New York, United States","Dublin, Ireland"],"countries":["US","IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":176000,"currency":"USD","period":"year","gross":null,"usd_annual":176000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Commander.js","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":true},{"name":"Node JS","optional":true}],"status":"live","first_seen_at":"2026-10-12T13:57:39Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T23:21:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nAs 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.\nThis 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.\nWe are looking to speak to candidates who are based in Atlanta and New York City for our hybrid working model.\nWhat you’ll do\nOwn the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisions\nPartner 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 practices\nTurn ambiguous needs into scoped, measurable work. Clarify outcomes, sequence milestones, establish accountable owners, document decisions and delivery expectations, and coordinate technical and cross-functional reviews\nDrive 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 recommendations\nEstablish 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 closure\nConnect IEM program works with the Customer Organization’s wider PMO, aligning planning, governance, dependencies, and reporting to ensure organizational alignment and visibility\nHelp 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 expectations\nAdvance incident-response and escalation practices, including frameworks and playbooks, readiness, communications, training, simulation exercises, post-incident review, and consistent implementation across teams and regions\nPartner 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.\nMature 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 metric\nPrepare concise updates, requirements, specifications, operating proposals, decision records, and executive-ready summaries that make progress, trade-offs, risks, and decisions clear\nCoordinate readiness and adoption so approved changes to processes, tooling, roles, communications, and operating procedures are understood, operationalized, and sustained\nWhat success looks like\nPriority initiatives have clear outcomes, accountable owners, realistic milestones, active risk tracking, and reliable follow-through\nLeaders have an accurate, timely view of program health, delivery risks, dependencies, capacity constraints, and decisions needed\nPost-incident and post-escalation learning becomes prioritized, durable improvement; corrective actions have clear owners and do not remain open-ended\nReadiness, handoffs, communications, and closure practices become more consistent and measurable across teams and regions\nEscalation Managers, Incident Commanders, and technical experts spend less time coordinating program work and more time applying their expertise to customers, incidents, and teams\nProgram measures guide decisions and improvement, while execution reliability and stakeholder confidence increase\nHow success will be assessed\nThe role will be evaluated on program health and operational outcomes - not meeting or status-report volume. Measures will be baselined during the first 60-90 days and refined with leadership. They may include:\nThe share of priority initiatives with clear outcomes, accountable owners, milestones, and active risk tracking\nInitiatives and process improvements completed and adopted\nClosure rate and aging of post-incident and post-escalation actions, overdue actions, and unresolved dependencies\nEvidence that recurring incident and escalation patterns are being addressed through durable process, tooling, or product changes\nStakeholder confidence in visibility, coordination, and decision follow-through\nSampled estimates of coordination time returned to operational leaders and subject-matter experts\nWhat you’ll bring\n7-10 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 welcome\nSignificant experience leading complex, cross-functional programs in a global enterprise or similarly demanding environment, delivering through a matrix rather than relying on direct authority\nDemonstrated 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-through\nA track record of building or improving operational programs - not only tracking projects - including governance, operating cadences, roles and handoffs, readiness, metrics, and continuous-improvement mechanisms\nStrong 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 adoption\nExperience establishing useful operating cadences and decision-ready reporting, and working with operational data to set baselines, interpret trends, and turn evidence into practical recommendations\nThe ability to structure ambiguous requests into clear requirements, operating proposals, decision records, and measurable work.\nExcellent written and verbal communication, including concise updates for senior leaders and clear coordination across technical and customer-facing teams.\nSound judgment in high-pressure, ambiguous environments; a collaborative, calm approach to resolving blockers; and the ability to create accountability without adding unnecessary process.\nExperience working across global teams, time zones, and organizational boundaries, and with program or delivery-management tools\nA recognized program or project management qualification, such as PMP or PRINCE2, is preferred\nHelpful experience\nExperience in enterprise SaaS, cloud services, technical support, production operations, or another customer-facing technology organization\nFamiliarity with highly technical platforms, distributed systems, databases, reliability, or service-management practices\nExperience with post-incident improvement programs, corrective-action tracking, operational dashboards, incident metrics, or executive reporting\nExperience improving incident-management tooling, communications workflows, workflow automation, or responsibly governed AI-enabled operations\nExperience coordinating global teams across regions, time zones, and follow-the-sun operating models\nWhat you can expect in your first 90 days\nFirst 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 measures\nBy 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 measures\nBy 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 paths\nAbout MongoDB\nMongoDB 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.\nWith 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.\nOur 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. \nTo 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!\nMongoDB 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.\nMongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\nReq ID: 3273577048\nMongoDB’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. 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