This position is a partner to our Customer Engineering (CE) functions: Solution Consulting, Professional Services, and Technical Support. You will deeply understand the goals and challenges of these functions and drive the vision for technical systems that contribute to operational leverage. You will be the liaison between the CE and TechOps Engineering teams to make these systems real. You will be the subject matter expert on processes, data, understand our systems and their limitations, and find solutions to overcome these limits. You challenge the status quo, and do not accept the answer, “because it has always been this way”, while supporting executives in making difficult and complex decisions that enable MongoDB to hire and retain the best employees on the planet. Through your work, you will be the trusted advisor on the evolution of our CE platforms, and establish a roadmap with both teams which addresses our most urgent needs along with the priority in which to address them.  An ideal candidate will have a strong understanding of one or more of our CE functions and is vested in building highly strategic and impactful solutions marrying technology with process.

Responsibilities

• Serve as voice of the customer for Customer Engineering and Operations 
• Guide discussions with stakeholders, and advise on product and process maturity, data sensitivity (such as GDPR), potential tradeoffs, scope creep and provide implementation options including crawl-walk-run phases 
• Facilitate cross-functional discussions to gain consensus and drive the execution of products and features from inception through production rollout and support
• Document product requirements for work to be undertaken by the TechOps Engineering teams, and develop user stories with different personas such as employees, super users and system administrators
• Collaborate with CRM Engineering and other TechOps teams to prioritize work requests, assess the value against effort, and map the requests back to overarching Customer Engineering team objectives to build scalable programs that support a stellar employee and [MongoDB] customer experience
• Develop and maintain a comprehensive product roadmap for CE Business Systems 
• Serve as user champion in engaging end users in driving system engagement in testing and rollout, through training and documentation of FAQs or internal playbooks
• Develop product metrics to evidence the degree of success of initiatives, assist with  retrospectives where necessary to identify areas of continuous improvement

Qualifications

• Strong operational expertise in one or more Customer Engineering functions is a must, 
• 5 or more years of experience in an operations, product management, or consulting role responsible for driving Customer Engineering service delivery

• Extensive knowledge of best-in-breed CE applications including but not limited to SFDC, FinancialForce, Thought Industries, Frame.ai, ServiceCloud, etc
• Able to communicate effectively with both business stakeholders and engineering teams to conceptualize and sell ideas internally and attain win-win outcomes
• Experience integrating data across a plethora of system platforms, ability to define systems ownership, and ability to advise on best practices for master data management
• Strong negotiation skills matched with a track record of sustained successful partnership with cross-functional teams

• Excellent analytical, organizational, and time management skills
• Ability to lead multiple projects simultaneously that have fluctuating requirements, and  time-sensitive deadlines

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, 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.