Director, Customer Communications & Incident Management

Socket.dev; United States; On-site; USD 176,000 - 347,000; Full time

Job summary

MongoDB is seeking a senior leader to build a new communications function within the Customer Organization. You will own the strategy, operating model, governance, and execution framework for customer communications across incidents, advisories, product changes, and recurring updates.

This cross-functional, player-coach role partners with Engineering, Product, Security, Customer Success, Sales, Legal, and Corporate Communications to deliver a unified voice.

Qualifications

• 10+ years in a customer-facing technical or communications role
• 5+ years of leadership building cross-functional programs
• Demonstrated experience leading high-stakes communications during incidents
• Strong written and verbal communication skills with technical and executive audiences
• Proven ability to align stakeholders across multiple organizations

Responsibilities

• Define the charter, scope, roadmap, and operating model for the Customer Communications function
• Codify decision rights, review workflows, and escalation criteria for all operational communications
• Orchestrate a scalable global model with 24/7 follow-the-sun coverage
• Recruit and mentor Communications Managers with technical fluency and precision
• Lead communications for high-severity incidents, advisories, and major customer-impacting events
• Establish standards for cadence, approvals, and post-event reporting

Skills

Leadership

Crisis communications

Cross-functional collaboration

Technical literacy

Executive communication

Job description

MongoDB is seeking a senior leader to build a new communications function within the Customer Organization. You will own the strategy, operating model, governance, and execution framework for customer communications across incidents, advisories, product changes, and recurring updates.

This cross-functional, player-coach role partners with Engineering, Product, Security, Customer Success, Sales, Legal, and Corporate Communications to deliver a unified voice.