The worldwide data management software market is massive (idc forecasts it to be $136 billion by 2027!). At mongodb we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to ipo in over 20 years. Join our team and be at the forefront of innovation and you an expert at keeping the trains running on time and have a proven talent for building new tracks when necessary? Do you have a passion for people and processes? Come join the mongodb technical services team and help it run smoothly, efficiently and predictably! We are looking for an operations specialist who can help us drive excellence and efficiency in our delivery of a variety of technical support services to our worldwide customer operations specialist will help the technical services leadership team (1) develop and enact new programs to better serve our customers and colleagues (2) manage and arrange a global workforce to ensure 24/7 support availability for mongodb customers (3) executing our existing policies, processes, and systems smoothly and creating, updating, and maintaining efficient operations and processes (4)automating for scale and (4) proactively and reactively removing roadblocks. Your top focus will be enabling technical services to delight mongodb customers and partners by promoting and exemplifying excellence in our delivery of post-Sales role can be based out of our são paulo office or remotely in the with the technical services leadership and staff to ensure integrated worldwide processes and customer experiencemanage the operational details of the technical services programs which include:organizing global on-Call, out-Of-Office and other mission-Critical schedulescoordinating external and internal messaging about policies and programsdriving external and internal product lifecycle management processes and communications with new releases of mongodb softwaresupport the measurement and analysis of teamwide (400-Person team) key performance indicators (kpis) and metrics ensure policies and processes are well-Documented, communicated and followedleverage reporting and analytics to facilitate review of policy and process effectsadvocate for and drive major initiatives that move the organization forward and help us scale communicate with all levels in the company including senior managementservice customers operational critical needs (e.G. Access to systems)collaborate with our legal team on maintaining our customer-Facing support policies and terms and conditionsoccasional international travel is required (1-2 times per year, only as conditions safely permit)qualificationsbachelors degree or equivalent work experience1-3 years of relevant operations management experienceunderstands the objectives of an enterprise software services team and has a technical aptitude for solving operations issues with sophisticated, scalable, systems-Based solutionsis customer-Service oriented excellent written and oral communication skills, follow-Through and problem-Solving abilities coupled with a customer-Centric perspective and approachfocuses on the data for answering questions you like to do the mathattends to details and can anticipate next steps with minimal directionable to break strategic initiatives down into tactical next steps and drive cross-Functional execution on themable to work in a fast-Paced, rapidly growing environment against tight deadlines when requiredexceptional operational analysis and cross-Group collaboration skillsexperience with tools such as task management software (atlassian / jira preferred) spreadsheets, support case management systems, customer relationship management systems (salesforce preferred), reporting tools (tableau preferred) and marketing communication systems (eloqua and mailchimp preferred)fluency in both english and portuguese is a requirement for this role. Candidates should possess strong verbal and written communication skills in both languages. To drive the personal growth and business impact of our employees, were 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 its 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 is an equal opportunities employer.
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