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 build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our developer data platform, MongoDB Atlas, is a globally distributed, multi-cloud database available across AWS, Google Cloud, and Microsoft Azure. The Escalation Manager is a critical role within Technical Services. As a member of the global Incident and Escalation Management team, this person works internally with Engineering, Services, Sales, and Product Management, and externally with customers and partners, to coordinate and drive resolution of critical technical issues and incidents. In addition to managing active escalations, this role helps lead cross-functional improvement work that strengthens response to complex customer situations, improves operational excellence, and helps prevent repeat issues. The ideal candidate can operate with urgency while also stepping back to identify themes, drive projects, and influence better outcomes across teams. Individuals in this role are highly organized, proactive, and professional. They excel in fast-paced environments, assess business impact, mobilize cross-functional teams, drive technical escalations with urgency and ownership, and create alignment in ambiguous, high-pressure situations. They bring a customer-focused mindset, strong communication and expectation-setting ability, and a technical background in Support, Services, DevOps, Systems Engineering, or database-related environments, along with incident response or crisis management experience. They also bring strong negotiation and objection-handling skills and can deliver concise, actionable reporting for escalations and post-mortem reviews. We’re looking to speak with candidates on the east coast, either local to one of our offices or remote. Position Expectations - Escalation Ownership: Manage a portfolio of high-impact, long-running escalations and drive them to resolution - Stakeholder Management: Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication - Cross-Functional Coordination: Collaborate with Engineering and Field leadership to secure resources and drive issue resolution - Call Leadership: Organize and lead internal and customer calls, ensuring alignment and progress across teams - Executive Communication: Maintain a regular communication cadence, including executive summaries for internal stakeholders - Risk Management: Ensure timely delivery of commitments by proactively communicating risks or changes - Resolution Quality: Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer - Trend Analysis: Track and analyze escalation trends to contribute to continuous process improvement - Improvement Leadership: Lead cross-functional initiatives and small to medium projects that improve escalation management, incident handling, stakeholder communication, and customer outcomes - Programmatic Change: Identify recurring operational gaps and drive improvements from problem statement through rollout and results tracking - Leadership Without Authority: Provide leadership in complex or ambiguous situations by creating alignment and driving progress without direct authority What You’ll Need - Escalation Experience: 3+ years managing highly technical customer escalations in the software industry - Customer Engagement: Experience managing customer engagement throughout the lifecycle of a case - Root Cause Analysis (RCA): Skill in conducting customer-facing and internal technical root cause analysis - Incident Tooling: Experience using PagerDuty and managing incidents - Technical Depth: Strong troubleshooting and diagnostic skills, including experience with distributed systems and advanced computing concepts - Technical Environment: Familiarity with Linux, cloud platforms, and database technologies - Business Environment: Experience working with customers, stakeholders, and vendors in corporate or vendor environments - Emotional Intelligence (EQ): High emotional intelligence, a customer-focused mindset, and a strong desire to help others - Adaptability: Ability to learn new technologies quickly and think clearly in complex situations - Communication: Excellent written and verbal communication, including experience engaging executives and translating technical issues for diverse audiences - Improvement Leadership: Experience leading cross-functional projects or operational improvement initiatives in a technical or customer-facing environment - Influence: Demonstrated ability to influence stakeholders, create alignment, and drive execution without direct managerial authority Desired Skills & Experience - Engineering Fluency: Experience in software engineering, including comfort with programming, queries, and command-line operations - Customer-Facing Technical Work: Background in technical support, customer success, or account management at a database or distributed systems company; NoSQL experience preferred - Infrastructure Administration: Hands-on experience as a database, network, or storage administrator - Cloud Depth: Cloud expertise across AWS, Azure, and GCP, including familiarity with IaaS, PaaS, and SaaS environments - Data-Driven Improvement: Experience using data, recurring themes, and post-incident learnings to drive process improvement or programmatic change - Leadership Presence: Strong leadership presence with the ability to bring structure to ambiguity and help teams navigate high-pressure situations - Regulated Environments: Experience managing escalations for security-sensitive or regulated customer environments About MongoDBMongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. REQ ID: 2273483495 MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the 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, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates. MongoDB’s base salary range for this role in the U.S. is: $101,000—$198,000 USD

• Lead, coach, mentor, and develop a high-performing team of Senior Project Managers, Project Managers, and Project Coordinators • Establish performance expectations, career development plans, and succession strategies for the PMO organization • Conduct regular coaching sessions, performance reviews, and professional development activities • Foster a culture of accountability, collaboration, customer focus, and continuous improvement • Oversee successful delivery of customer projects across multiple technology practices, including Data Center, Network & Security, Cloud Infrastructure • Monitor portfolio health, including schedule, budget, scope, quality, resource utilization, risks, and customer satisfaction • Drive consistent project delivery methodologies across the PMO • Develop, implement, and continuously improve PMO standards, methodologies, templates, and best practices • Maintain governance across project initiation, planning, execution, monitoring, change management, and project closure • Manage PMO resource capacity, workload balancing, and staffing priorities.

Role Description The Lead Contract Manager is responsible for negotiating and acquiring various 3rd Party Fiber/Conduit Agreements related to the Company’s fiber-optic network across North America. They are responsible for managing numerous negotiations simultaneously as well as developing and delivering progress reports and various metrics for the Network Infrastructure Services department within Carrier Relations. The Lead Contract Manager will also be responsible for mentoring other members of the Contract Acquisition team, ensuring compliance with process, and being the first point of escalation within the team for any questions or issues. The position requires experience and knowledge of contract negotiations, telecom network planning, project management, and the ability to manage multiple projects with competing priorities. The ideal candidate is detail oriented, a skilled negotiator, excellent communicator, a strong project leader, and has the desire to work in a fast-paced high-pressure environment in support of the procuring of telecom services. Main Responsibilities - Acts as OSP project manager for those assigned construction projects within the Contract Manager’s area. - Acts as primary lead for the negotiation and acquisition of infrastructure contracts such as dark fiber agreements, conduit agreements, and splicing orders with third party providers. - Coordinates delivery, acceptance, and integration of infrastructure components with other functional groups. - Forecasts and manages expenditures related to infrastructure contracts and tracks impact to network expense, operating expense and capital expense budgets. - In cooperation with other functional groups, develops projects related to network expansion (including operation and maintenance) that require third-party asset acquisition. - Obtains quotes and provides estimated costs of various infrastructure components to projects related to building additions or network expansion/integration projects. - Provides infrastructure related expertise as a Subject Matter Expert as needed by the company. - Provides support and expertise for post execution management of various infrastructure agreements to include assembling contract deliverables, proper entry of related data into company tracking and financial databases, payment and analysis of invoices, etc. - Mentors, trains, and provides direction to other Contract Managers on team. Qualifications - 5-7 years experience in Project Management OSP with Large customer exposure. - A minimum of three years of related experience in a Telecom contract management position with a high degree of responsibility. - Contract drafting experience, negotiation skills, and knowledge of contract terms and/or paralegal certification. - Excellent written and executive oral communication skills. - Ability to summarize key contract issues. - A team player with excellent interpersonal skills. - Candidate must be comfortable working in a fast-paced environment with tight deadlines. - Strong computer skills — proficient with MS Office (Word, Excel), Microsoft Outlook, MS Teams, GIS based mapping tools, and various other multi-media equipment. - Experience in telecom outside plant design and/or construction, or network planning is preferred. - Additional experience in business management, financial management or the legal field is preferred. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - $105,786 - $141,047 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY. - $111,074 - $148,099 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI. - $116,364 - $155,152 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA. Benefits Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).

Role Description Your future role at a glance - Manage the daily operations of the medical staff services area. - Serve as a principal resource for ensuring compliance with internal and external standards, including accrediting and regulatory agencies, and for guiding decision-making/dispute resolution processes. - Participate as team member and leader in quality improvement activities related to medical staff and medical staff services, including: - Process improvement - Development of policies and procedures - Information exchange - Manage staff relations including: - Performance management - Staff satisfaction - Conflict management - Perform and oversee scheduling, recruitment, and payroll. - Develop and manage the budget and medical staff account, preparing justification for resource allocation and suggestions for discretionary fund expenditures, including: - Overtime - Revenue and expense reports for medical staff - Resource management - Dues and fees collections Qualifications - High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Technical degree with 2 years of experience OR 7 years of applicable cumulative job specific experience required. - 3 years of leadership or management experience preferred. Requirements - 5+ years experience in credentialing. - 5+ years in medical staff services. Benefits - Paid time off (PTO) - Various health insurance options & wellness plans - Retirement benefits including employer match plans - Long-term & short-term disability - Employee assistance programs (EAP) - Parental leave & adoption assistance - Tuition reimbursement - Ways to give back to your community