Professional Services Operations Specialist

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 by helping them modernize legacy workloads, embrace innovation, and unleash AI. 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. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

MongoDB consulting exists 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 the cloud. Our consulting solutions ensure that organizations get the most out of MongoDB at all stages.

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 and 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! On the one hand, this role acts as the 2nd line of operational support internally for North America. On the other hand, this role is responsible for executing our Ops roadmap that’s 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. It fits an individual who is  comfortable working across functions and is passionate about scale and efficiency. The successful candidate will have a strong operational mindset and is someone who enjoys 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, become their trusted partner and execute 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

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 is an equal opportunities employer.