Director Of Global Support • Lead

Who you are

You have a proven track record of leading and managing globally distributed teams, fostering a culture of innovation and collaboration. With a strong focus on data-driven decision-making, you inspire your team members to achieve high performance and align with organizational objectives. You understand the importance of continuous improvement and are committed to developing effective training programs that enhance both technical and customer service skills.

You possess strategic planning skills that allow you to develop and implement plans to optimize global support operations. Your experience includes identifying innovative solutions to automate processes and improve workflows, ensuring that user experience is always at the forefront of your initiatives. You are comfortable collaborating with senior leadership and other department heads to align support strategies with overall organizational goals.

Desirable

Experience with enterprise AI support tools is a plus, as you will lead the implementation of such tools to reduce ticket volume and improve resolution speed. You are familiar with shift-left principles and understand how to apply them to enhance support capabilities.

What you'll do

In this role, you will lead the global support team, overseeing the Triage team, L2 support, and AV&C teams. Your leadership will be critical in ensuring seamless and efficient support operations. You will motivate and inspire your team, fostering a culture of collaboration and continuous improvement. You will work closely with the Senior Director of GET and pillar leaders to align support strategies with the overall goals of the Global Enterprise Technology department.

You will develop and implement strategic plans aimed at enhancing user experience and improving service delivery. Your role will involve leading the implementation of enterprise AI support tools, which will help in reducing ticket volume and improving resolution speed. You will also identify and implement innovative solutions to automate processes and improve workflows, ensuring that your team is equipped to handle support requests efficiently.

What we offer

MongoDB offers a competitive salary range for this role in the U.S., between $95,000 and $187,000 USD. In addition to a strong salary, you will have access to a comprehensive benefits package that includes parental leave, fertility and adoption assistance, a 401(k) plan, mental health counseling, and health benefits offerings. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives in our team.

Join us at MongoDB, where you will have the opportunity to make a significant impact on our global support operations and enhance the user experience for our customers.