Senior Program Manager
Mongodb INC · 🇨🇦 Toronto
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Sponsor Radar — Mongodb INC
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About the role
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. As 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. This 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. We are looking to speak to candidates who are based in Toronto for our hybrid working model. What you’ll do • Own the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisions • Partner 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 • Turn 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 • Drive 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 • Establish 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 • Connect IEM program works with the Customer Organization’s wider PMO, aligning planning, governance, dependencies, and reporting to ensure organizational alignment and visibility • Help 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 • Advance incident-response and escalation practices, including frameworks and playbooks, readiness, communications, training, simulation exercises, post-incident review, and consistent implementation across teams and regions • Partner 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. • Mature program reporting by refining outcome and health measures, improving data quality and consistency, establishing baselines, and turning operational data into actionable insights - not simply reportin