MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure.
The Professional Services (PS) Operations Specialist will be part of a global Operations team whose remit is to:
Support our global Engagement Management and Delivery functions at driving PS bookings and revenue respectively Ensure the PS organization continues to scale and has a stronger operational excellence Execute on the strategic PS vision from an operational perspective while monitoring critical business KPIs. This PS Operations Specialist role is currently evolving and so it's an exciting time to join and make your mark! This role acts as the 2nd line of operational support internally for North America and is responsible for executing our Ops roadmap aimed at driving day-to-day efficiencies and scale within the PS org.
This is a key, busy and cross-functional role that requires an enthusiastic and flexible individual who is keen to impact an always changing context. The successful candidate will have a strong operational mindset and enjoy working in an international, challenging and varied environment.
This role can be based out of our Mexico City office or remotely in the Mexico region.
Responsibilities PS engagements delivery
Handle all incoming requests to the Level 2 case queue and resolve as appropriate in a timely and professional manner Support staffing projects and scheduling resources on a broad range of consulting engagements Collaborate with Regional PS Managers, becoming their trusted partner and executing on services changes such as extensions or conversions in alignment with the company policies PS Team Operations
Work with internal stakeholders to execute on day-to-day project planning of key initiatives ensuring timelines are met and quality deliverables are produced Own weekly and month end timecard compliance and troubleshooting Develop, implement, document and enforce best practices that can continually enhance MongoDB Services and its scale Drive awareness and compliance of the org policies Other tasks as assigned Skills and Behaviors A Bachelor's degree is required; advanced degree preferred 5+ years previous experience working in operations for fast growing teams is required Professional Services and/or tech industry background Proven track record of managing operations for fast growing teams Google docs, Salesforce and email to case experience Exceptional verbal and written communication is required Strong attention to detail is required Must be proactive and able to use initiative with a willingness to learn on the job Must be able to multi-task and adapt to last minute changes Passion for driving scale, operational excellence and efficiencies Ability to prioritize, highlight risk and escalate as appropriate Ability to establish credibility with business owners from around the organization and to create strong partnerships with other teams Flexible in approach with a can-do and positive attitude Previous experience in customer success roles or consulting is a plus Previous project management experience is a plus Previous experience using FinancialForce is a plus Success Measures Communication: Build strong relationships and keep stakeholders accountable, manage expectations and risks with a wide range of audiences Operational excellence: Comply with the team and PS org day to day processes at all times. Suggest processes and controls that seamlessly adapt to the business growth and changes over time Proactive mindset: Think forward, anticipate how to best juggle resources and the backlog and bring the necessary stakeholders to the equation to prevent last minute emergencies Problem solving: Collect, analyze challenges and bring solutions to the table 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 is an equal opportunities employer.
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