Operations Manager, Professional Services

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What Mongodb is looking for in applicants

The database market is massive (the IDC estimates it to be $119B+ by 2025!) and MongoDB is at the head of its disruption. The MongoDB community is transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

MongoDB Professional Services exist to support the development of our customers’ vision, accelerate customers’ time-to-value, and drive a multitude of customer adoption scenarios - from building new solutions to modernizing legacy applications or migrating to cloud. Our consulting solutions ensure that organizations get the best out of MongoDB.

The Professional Services (PS) Operations Manager position is a newly created role that will be part of our global Operations team and will report to the Global Director of Operations. It will help us take both our team and our business to the next level of scale and operational excellence in delivery, governance and predictability. 

This role will primarily continue enabling and developing an existing team of PS Ops Coordinators whose mission is ensuring our global scheduling planner is up to date. This team owns the first line of operational support internally and performs a number of key and SLA driven internal scheduling functions.

This role will also oversee and improve a number of existing and upcoming operational processes and initiatives. As such, it will actively collaborate with PS Leadership and cross-functional teams such including sales and other customer facing teams to support their needs, the WW revenue forecast and work on implementing new or updating existing initiatives. 

This position requires an enthusiastic and experienced people manager who is comfortable working across functions and is passionate about scale and efficiencies. The successful candidate will have a strong operational mindset and is someone who enjoys working in a fast-paced, challenging and varied environment. 

Position expectations

Team management, development and growth

  • Measure and manage team performance and SLA attainment
  • Create and coordinate ramp up plans
  • Keep the team enabled on processes as they evolve
  • Ensure worldwide business continuity during team periods of leave
  • Establish growth plans and career pathing
  • Monitor and manage team capacity  

Processes and team compliance

  • Own the scheduling planner's accuracy and initiatives related to its improvement
  • Own and improve the WW month/quarter end timecards compliance across the org
  • Act as the primary Ops liaison with the PS Project Management Org in order to establish a strong and productive collaboration that scale and is efficient
  • Own and improve a number of operational processes for the team such as the PS New Hire onboarding one
  • Design, refine and enforce processes, playbooks and tooling that help the overall PS organization scale, drive efficiencies whilst meeting our overall business goals
  • Lead appropriate enablement sessions across the org alongside PS leadership to raise awareness and enforcement of the day to day operational processes - including providing materials and data that help the org work more effectively
  • Contribute to the overall tooling and systems improvements for the PS org in collaboration with the PS Ops Program Management function

Planning, Reporting and Forecasting  

  • Track leading indicators of the PS Ops Coordinators to measure performance and ensure fair team load and capacity
  • Be a WW check and balance partner to PS Leadership when it comes to their monthly revenue forecast
  • Partner with PS Leadership to define, monitor and analyze the key strategic priorities, goals for the year, and key strategic analysis.
  • Partner with PS Leadership to lead recommendations related to the annual planning process

Our ideal candidate will have

  • 3+ years of people management and a proven track record of growing their teams
  • Proven track record of experience with managing operations for fast growing teams
  • Professional Services and/or tech industry background
  • Google docs, Salesforce and email to case experience
  • Strong attention to detail, organization and problem-solving skills
  • Ability to thrive in collaborative environments
  • Ability to prioritize and execute tasks in a fast-paced environment and multitask
  • Exceptional verbal and written communication skills with the ability to present to diverse audience both internally and externally
  • Ability to think creatively, highly driven and self-motivated
  • Ability highlight risk and escalate as appropriate
  • A flexible approach with a can-do and positive attitude
  • Ability to be proactive and able to use initiative with a willingness to learn on the job
  • Comfortable with data and analytical in approach
  • FinancialForce experience as a plus

Success Measures

  • People management: Develop strong performing team members and their related career path
  • Communication: Build strong relationships and keep stakeholders accountable, manage expectations and risks with a wide range of audiences
  • Collaboration: Work seamlessly between stakeholders from different roles, different regions to successfully establish global guidelines and best practices that scale
  • Operational excellence: Provide and promote a framework that facilitates predictability in the organization; Build and maintain processes and controls that seamlessly adapt to the business growth and changes over time
  • Problem solving: Collect, analyze feedback and bring solutions to the table
  • Long-term vision: Maintain a strategic mindset to stay proactive while executing short term goals flawlessly

This role will be based remotely in Austin, TX. 

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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What is Mongodb looking for?
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