Technical Services Operations Specialist

 

Are you an expert at keeping the trains running on time and have a proven talent for building new tracks when necessary? Do you have a passion for people and processes? Come join the MongoDB Technical Services team and help it run smoothly, efficiently and predictably!  We are looking for an Operations Specialist who can help us drive excellence and efficiency in our delivery of a variety of technical support services to our worldwide customer base.

 

Our Operations Specialist will help the Technical Services leadership team (1) develop and enact new programs to better serve our customers and colleagues, (2) effectively record and communicate changes in policies and procedures, both internally and externally (3) arrange and guarantee worldwide resources to meet various program requirements (e.g. scheduling weekend on-call duties) as well as customer contract obligations (e.g. customer site visits), and (4) help ensure nothing falls through the cracks of existing policies, processes and systems.  Your top concern will be delighting MongoDB customers and partners by promoting and exemplifying excellence in our delivery of post-sales services.

 

Responsibilities:

  • Manage the operational details of all Technical Services programs which include:
    • Organizing global on-call, out-of-office and other mission-critical schedules
    • Processing selected surveys of employees and customers
    • Coordinating external and internal messaging about policies and programs
  • Ensure policies and processes are recorded, communicated and enforced
  • Leverage reporting and analytics to facilitate review of policy and process effects
  • Advocate and drive continuous organizational improvements
  • Communicate with all levels in the company including senior management
  • Communicate with customers about operational concerns (e.g. access to systems)
  • Collaborate with Technical Services leadership team as well as Customer Success program staff to ensure integrated worldwide processes and customer experience
  • Occasional travel may be required

 

Qualifications:

  • Bachelor’s degree or equivalent work experience
  • A minimum of 3 years of related operations management experience
  • Understands the objectives of an enterprise software services team
  • Focuses on the data for answering questions; you like to “do the math”
  • Attends to details and can anticipate next steps with minimal direction
  • Able to think both tactically and strategically
  • Able to work in a fast-paced, rapidly growing environment against tight deadlines when required
  • Exceptional operational analysis and cross-group collaboration skills
  • Excellent written and oral communication skills, follow-through and problem-solving abilities
  • Experience with tools such as spreadsheets, support case management systems, customer relationship management systems (Salesforce preferred) and marketing communication systems
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