Director, Customer Communications

<p>MongoDB is seeking a senior leader to build a new communications function within the Customer Organization. This role will own the strategy, operating model, governance and execution framework for a spectrum of situations requiring customer and stakeholder communications, ranging from high-stakes operational situations, incidents, critical advisories, security events, product changes, through to recurring action-required and informational type needs.</p> <p>In this role, the leader will ensure MongoDB delivers transparent, accurate, empathetic, and well-timed communications during key moments of customer need. They will drive cross-functional collaboration across Technical Services, Engineering, Product, Security, Customer Success, Sales, Legal, and Corporate Communications to guarantee a unified and seamless corporate presence across both critical and non-critical events.</p> <p>This is a highly cross-functional leadership role that is explicitly expected to operate in a player-coach model. You will shape the long-term vision for the function, define the processes and measures of success, and personally guide communications during the most complex and visible situations.</p> <p>This role can be based out of one of our offices or remotely in the United States region.</p> <h3>What you’ll do</h3> <h3>Build the function</h3> <ul> <li>Define the charter, scope, roadmap, and operating model for the Customer Communications function at MongoDB</li> <li>Codify decision rights, review workflows, and escalation criteria for all operational communications.</li> <li>Orchestrate a scalable global model that ensures 24/7 follow-the-sun support.</li> <li>Recruit and mentor a team of specialized Communications Managers known for technical fluency and operational precision.</li> </ul> <h3>Own critical operational communications</h3> <ul> <li>Lead communications for high-severity incidents, major customer-impacting events, critical advisories, and other non-urgent operational situations</li> <li>Ensure communications are timely, technically credible, audience-appropriate, and aligned across all stakeholder groups</li> <li>Create standards for communication cadence, approval paths, message quality, and post-event follow-through</li> <li>Help define what good looks like for first customer notification, update frequency, customer action guidance, and post-incident reporting</li> <li>Establish standard and measurable processes and methods for recurring operational customer communications.</li> </ul> <h3>Drive cross-functional alignment</h3> <ul> <li>Partner with Engineering, Product, Security, Technical Services, Customer Success, Sales, Legal and Corporate Communications to deliver a unified and trusted voice to customers</li> <li>Clarify the boundary between operational communications and broader marketing or promotional communications</li> <li>Act as a senior advisor to executives and field leaders during critical situations, helping teams make sound decisions quickly and communicate with consistency</li> <li>Build strong working relationships with systems, tooling, and operations teams to improve targeting, delivery, and reporting of urgent communications at scale</li> </ul> <h3>Improve systems, process, and measurement</h3> <ul> <li>Define the templates, playbooks, review models, and governance needed to make operational communications repeatable and high quality</li> <li>Partner on tooling and data requirements so MongoDB can reach the right customer contacts reliably and at speed</li> <li>Establish success metrics for the function, including timeliness, delivery confidence, stakeholder trust, and continuous improvement outcomes</li> <li>Lead retrospectives on communications performance after major incidents and advisories, turning lessons learned into better process and execution</li> </ul> <h3>Candidate profile</h3> <p>You are an experienced communications and operational leader who performs well in fast-moving, high-pressure environments. You know how to bring structure to ambiguity, translate technical complexity into language customers can understand, and build trust through clarity, empathy, and follow-through.</p> <p>You are comfortable operating with senior executives, engineering leaders, field teams, and strategic customers. You can move between strategic design and hands-on execution, and you know how to build durable operating mechanisms rather than relying on heroics.</p> <h3>Required qualifications</h3> <ul> <li>10+ years of experience in a customer focused technical, post-sale, operational, support, incident management, crisis communications, or related environment</li> <li>5+ years of leadership experience managing teams and building cross-functional programs</li> <li>Demonstrated experience leading high-stakes communications during incidents, major escalations, security events, or large-scale customer-impacting changes</li> <li>Strong technical literacy, with the ability to quickly understand cloud, platform, service, and customer-impact narratives</li> <li>Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and executive audiences</li> <li>Proven success working across multiple organizations to align stakeholders, drive decisions, and deliver outcomes under pressure</li> <li>Strong program leadership skills, including experience building new functions, frameworks, or operating models from the ground up</li> </ul> <h3>Preferred qualifications</h3> <ul> <li>Experience in Customer Support, Technical Services, Incident Management, Critical Communications, Escalation Management, SRE, Operations, or Customer Success in a cloud or PaaS company</li> <li>Experience building or operating a centralized urgent, crisis, incident, or critical communications capability</li> <li>Familiarity with communication tooling, CRM systems, operational notification platforms, and customer segmentation models</li> <li>Experience working with global teams in a follow-the-sun operating environment</li> <li>Knowledge of incident command, crises management, business continuity, or related operational frameworks</li> <li>Strong judgment in balancing speed, accuracy, legal/compliance considerations, and customer trust during high-pressure situations</li> </ul> <h3>Success in the role</h3> <p>In your first year, success will be defined by the following outcomes:</p> <ul> <li>Operational Maturity: Implementation of a fully adopted, scalable global operating model that ensures 24/7 consistency and eliminates manual process bottlenecks.</li> <li>Stakeholder Trust: Achieve documented increases in internal stakeholder satisfaction and confidence scores regarding communication accuracy and reliability.</li> <li>Strategic Impact: Successfully integrate communications tooling and data strategy, resulting in highly targeted, high-fidelity customer notifications.</li> <li>Measurable Efficiency: Achieve a significant reduction in time-to-first-notification and overall incident resolution communication latency.</li> <li>Customer Confidence: Measurable improvements in customer sentiment and trust metrics during critical events, verified through post-incident surveys and reporting.</li> </ul> <h3>About MongoDB</h3> <p>MongoDB