Director, Customer Communications

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 customer and stakeholder communications, including high-stakes operational situations, incidents, critical advisories, security events, product changes, and recurring action-required and informational needs. The leader will ensure transparent, accurate, empathetic, and well-timed communications during key moments of customer need, driving cross-functional collaboration across Technical Services, Engineering, Product, Security, Customer Success, Sales, Legal, and Corporate Communications. This is a player-coach role, shaping the long-term vision, defining processes and measures of success, and personally guiding communications during complex situations. The role can be based out of one of MongoDB's offices or remotely in the United States.

• Build the function: define charter, scope, roadmap, and operating model; codify decision rights, review workflows, and escalation criteria; orchestrate a scalable global model for 24/7 follow-the-sun support; recruit and mentor Communications Managers.
• Own critical operational communications: lead communications for high-severity incidents, major customer-impacting events, and critical advisories; ensure timely, technically credible, audience-appropriate communications; create standards for cadence, approval paths, message quality, and post-event follow-through; establish measurable processes.
• Drive cross-functional alignment: partner with Engineering, Product, Security, Technical Services, Customer Success, Sales, Legal, and Corporate Communications; clarify boundary between operational and marketing communications; act as senior advisor to executives; build relationships with systems/tooling teams.
• Improve systems, process, and measurement: define templates, playbooks, review models, and governance; partner on tooling and data requirements; establish success metrics; lead retrospectives.

Required: 10+ years in customer-focused technical, post-sale, operational, support, incident management, crisis communications, or related environment; 5+ years leadership managing teams and building cross-functional programs; demonstrated experience leading high-stakes communications during incidents, escalations, security events; strong technical literacy (cloud, platform, service); exceptional written and verbal communication; proven cross-organizational alignment; strong program leadership.

Preferred: Experience in Customer Support, Technical Services, Incident Management, Critical Communications, Escalation Management, SRE, Operations, or Customer Success in cloud/PaaS; experience building centralized urgent/crisis/incident communications; familiarity with communication tooling, CRM systems, operational notification platforms, customer segmentation; global follow-the-sun experience; knowledge of incident command, crisis management, business continuity; strong judgment.

Base salary range for U.S. is $176,000—$347,000 USD. Other benefits may include equity, employee stock purchase program, flexible PTO, 20 weeks fully-paid parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, transgender-inclusive health insurance, and health benefits.

Apply via the MongoDB careers link.