Head of Customer Support Technology
$168k/y-$330k/y
MongoDBa day ago
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HybridFull-timeDirector
Summary
MongoDB is seeking a Head of Customer Support Technology to join their team in New York, NY. The role involves transforming Customer Support into an AI-first, automation-led, insight-driven organization.
About the Role
As the Head of Customer Support Technology, you will design and execute a technology strategy that integrates AI into customer support operations. Your responsibilities include defining a multi-year AI roadmap, implementing AI solutions, establishing governance for AI deployment, and leading the transition to predictive service operations. You will also own the support technology stack, ensure integration with other systems, and lead cultural changes within the organization.
About You
Required:
- 10+ years of experience in leading AI adoption and implementation at scale.
- Experience in product management within IT, including user interviews and product execution.
- Strong knowledge of customer success platforms and intelligent workflow automation.
- Demonstrated ability to set vision and drive measurable business value through AI.
- Excellent stakeholder management and communication skills.
- Bachelor's degree required; Master's or MBA preferred.
Preferred:
- Experience with enterprise data platforms and RAG solutions.
- Proven track record in change leadership and cultural transition.
Benefits
- Equity participation and 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.
MongoDB
Headquartered in New York, MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. Built by developers, for developers, our modern database platform is a database with an integrated set of related services that allow development teams to address the growing requirements for today's wide variety of modern applications, all in a unified and consistent user experience. MongoDB has tens of thousands of customers in over 100 countries. The MongoDB database platform has been downloaded hundreds of millions of times since 2007, and there have been millions of builders trained through MongoDB University courses. To learn more, visit mongodb.com.
New York, NY