Senior Program Manager
Toronto · Dublin · CAD 129,000-178,000 · 7-10 years experience · Full-time · Hybrid · Posted Oct 12, 2026
At a glance
- Experience
- 7-10 years experience
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- Toronto · Dublin
- Salary
- CAD 129,000-178,000 · Base salary
About MongoDB
- MongoDB 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 AI-native startups and approximately 75% of the Fortune 100, 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 is an equal opportunities employer.
About the role
- MongoDB is looking for a Senior Program Manager to strengthen the Incident & Escalation Management (IEM) function's ability to deliver its program priorities consistently across regions.
- As an execution partner to IEM leadership, you will help turn strategic priorities and operational learnings into a measurable book of work through focused planning and disciplined execution.
Responsibilities
- Own the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisions.
- Partner with IEM leaders and sponsors to identify and prioritize strategic focus areas, assess opportunities to mature the function, and recommend practical improvements aligned with relevant industry practices.
- Turn ambiguous needs into scoped, measurable work by clarifying outcomes, sequencing milestones, establishing accountable owners, and documenting decisions and delivery expectations.
- Drive delivery across Technical Services, Engineering, Product, Customer Success, Sales, and partner teams while clarifying accountability and resolving dependency gaps.
- Establish and run planning, program-review, and risk-review cadences, keeping backlogs and program records current and decision-ready.
- Connect IEM program works with the Customer Organization’s wider PMO, aligning planning, governance, dependencies, and reporting.
- Translate recurring incident and escalation patterns, post-incident findings, customer-impacting gaps, and corrective actions into prioritized improvement work with owners and timelines.
- Advance incident-response and escalation practices, including frameworks, playbooks, readiness, communications, training, simulation exercises, and post-incident reviews.
- Partner with data and tooling teams to improve operational instrumentation, metrics, reporting, workflow integration, and automation.
- Mature program reporting by refining outcome and health measures, improving data quality and consistency, and turning operational data into actionable insights.
Requirements
- 7–10 years of progressive program or project management experience, with a track record of growing responsibility from coordinating smaller initiatives to leading complex, cross-functional programs.
- Significant experience leading complex, cross-functional programs in a global enterprise or similarly demanding environment, delivering through a matrix rather than relying on direct authority.
- Demonstrated experience with incident response, major-incident management, customer escalations, crisis management, service operations, trust & safety, or closely related operational programs at scale.
- A track record of building or improving operational programs, including governance, operating cadences, roles and handoffs, readiness, metrics, and continuous-improvement mechanisms.
- Strong project and program-management fundamentals, including program prioritization, scope and outcome definition, sequencing, dependency and risk management, and stakeholder alignment.
- Experience establishing useful operating cadences and decision-ready reporting, and working with operational data to set baselines and interpret trends.
- The ability to structure ambiguous requests into clear requirements, operating proposals, decision records, and measurable work.
- Excellent written and verbal communication, including concise updates for senior leaders and clear coordination across technical and customer-facing teams.
- Sound judgment in high-pressure, ambiguous environments, with a collaborative, calm approach to resolving blockers.
- Experience working across global teams, time zones, and organizational boundaries, and with program or delivery-management tools.
Preferred qualifications
- A recognized program or project management qualification, such as PMP or PRINCE2
- Experience in enterprise SaaS, cloud services, technical support, production operations, or another customer-facing technology organization
- Familiarity with highly technical platforms, distributed systems, databases, reliability, or service-management practices
- Experience with post-incident improvement programs, corrective-action tracking, operational dashboards, incident metrics, or executive reporting
- Experience improving incident-management tooling, communications workflows, workflow automation, or responsibly governed AI-enabled operations
- Experience coordinating global teams across regions, time zones, and follow-the-sun operating models
Benefits
- Equity
- Participation in the employee stock purchase program
- Flexible paid time off
- 20 weeks fully-paid gender-neutral parental leave
- Fertility and adoption assistance
- Registered Retirement Savings Plan (RRSP) with employer match
- Mental health counseling
- Backup child and elder care
- Health, dental, and vision benefits offerings
Workplace
- Candidates are required to be based in Toronto for a hybrid working model.
Skills
- Project Management
- Incident Management
- Crisis Management
- Risk Management
- Reporting
- Stakeholder Alignment
