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Director, Critical Communications

1 week ago
United States
Full-time
Executive
Operations Manager
Customer and Technical Support
AWS Azure CRM GCP MongoDB
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MongoDB

MongoDB

MongoDB provides a developer data platform that simplifies data management and accelerates application development, enabling businesses to leverage modern database technology for innovative solutions across various industries.

Internet Software & Services
1K-5K
Founded 2007
View All Jobs 54

Description

  • Define the charter, scope, roadmap, and operating model for the Customer Communications function.
  • Codify decision rights, review workflows, and escalation criteria for operational communications.
  • Orchestrate a scalable global model that provides 24/7 follow-the-sun support.
  • Recruit and mentor a team of Communications Managers.
  • Lead communications for high-severity incidents, customer-impacting events, critical advisories, and other operational situations.
  • Ensure communications are timely, technically credible, audience-appropriate, and aligned across stakeholder groups.
  • Create standards for communication cadence, approval paths, message quality, and post-event follow-through.
  • Partner with Engineering, Product, Security, Technical Services, Customer Success, Sales, Legal, and Corporate Communications to maintain a unified customer voice.
  • Define templates, playbooks, review models, and governance for repeatable operational communications.
  • Lead retrospectives after major incidents and advisories to improve future process and execution.

Requirements

  • 10+ years of experience in a customer-focused technical, post-sale, operational, support, incident management, crisis communications, or related environment.
  • 5+ years of leadership experience managing teams and building cross-functional programs.
  • Demonstrated experience leading high-stakes communications during incidents, major escalations, security events, or large-scale customer-impacting changes.
  • Strong technical literacy with the ability to quickly understand cloud, platform, service, and customer-impact narratives.
  • Exceptional written and verbal communication skills for both technical and executive audiences.
  • Proven success aligning stakeholders and delivering outcomes under pressure across multiple organizations.
  • Experience building new functions, frameworks, or operating models from the ground up.
  • Preferred: experience in Customer Support, Technical Services, Incident Management, Critical Communications, Escalation Management, SRE, Operations, or Customer Success in a cloud or PaaS company.
  • Preferred: experience building or operating a centralized urgent, crisis, incident, or critical communications capability.
  • Preferred: familiarity with communication tooling, CRM systems, operational notification platforms, and customer segmentation models.
  • Preferred: experience working with global teams in a follow-the-sun operating environment.
  • Preferred: knowledge of incident command, crisis management, business continuity, or related operational frameworks.
  • Preferred: strong judgment balancing speed, accuracy, legal/compliance considerations, and customer trust.

Benefits

  • Base salary range of $176,000-$347,000 USD for U.S.-based candidates.
  • Equity may be included in the total compensation package.
  • Employee stock purchase program.
  • Flexible paid time off.
  • 20 weeks fully paid gender-neutral parental leave.
  • Fertility and adoption assistance.
  • 401(k) plan.
  • Mental health counseling and health insurance coverage, including transgender-inclusive benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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