Global Incident & Escalation Program Lead

MongoDB Inc.; Atlanta, New York (GA, NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

MongoDB Inc. is seeking a Senior Program Manager for Incident & Escalation Management (IEM) to strengthen cross-regional delivery through focused planning, disciplined execution, and clear visibility.

This hybrid role welcomes candidates based in Atlanta or New York City and requires partnering with leaders across Technical Services, Engineering, Product, Customer Success, and Sales. You will own the IEM program of work, translate strategic priorities into measurable milestones, and drive

Qualifications

• 7–10 years of progressive program or project management experience.
• Experience leading cross-functional programs in a global enterprise.
• Experience with incident response, major-incident management, or customer escalations.

Responsibilities

• Own the IEM program roadmap with outcomes, owners, milestones, and dependencies.
• Identify strategic focus areas and drive improvements aligned with industry practices.
• Turn ambiguous needs into scoped, measurable work with clear ownership and delivery expectations.
• Drive delivery across multiple teams and manage dependencies, blockers, and risks.
• Establish and run planning, risk-review cadences and maintain current program records.
• Connect IEM program work with wider PMO for alignment and visibility.
• Translate incident patterns into prioritized improvement work with owners and timelines.
• Advance incident-response practices, including playbooks, readiness, training, and post-incident reviews.
• Collaborate with data and tooling teams to improve instrumentation and governance of AI-enabled workflows.
• Mature program reporting with baselines and actionable insights.
• Prepare concise executive-ready proposals, decisions, and summaries.
• Coordinate readiness and adoption of process/tooling changes across teams.

Skills

Program management

Cross-functional leadership

Incident management

Crisis management

Stakeholder communication

Job description

MongoDB Inc. is seeking a Senior Program Manager for Incident & Escalation Management (IEM) to strengthen cross-regional delivery through focused planning, disciplined execution, and clear visibility.

This hybrid role welcomes candidates based in Atlanta or New York City and requires partnering with leaders across Technical Services, Engineering, Product, Customer Success, and Sales. You will own the IEM program of work, translate strategic priorities into measurable milestones, and drive