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The Technical Services (TS) Enablement teams are collectively responsible for driving knowledge, quality, and efficiency across the customer-facing Technical Services Engineering team.  The Director of Enablement for Technical Services at MongoDB will be responsible for managing and growing the enablement teams to drive multiple Technical and Product Enablement efforts, including New Hire Training, Continuous Education, Product Readiness, Knowledge Management, Product Reports, and Taxonomy/ Information Architecture efforts.  Cross-functionally, TS Enablement also contributes to cross-departmental Enablement efforts across Customer Engineering and Product Engineering, and partners with many other teams, including but not limited to TS Tools, Support Operations, Program and Project Management.

The Director of Enablement will report to the VP, Operations for Technical Services and will directly manage Enablement Managers as well as certain ICs. The Director will also work hand in hand with the Enablement Program Managers and Enablement Managers to set the strategic direction and goals for the team. 

We are looking to speak to candidates who are based in New York City, NY for our hybrid working model.

Responsibilities

• Manage the global Technical Services Enablement teams, including:
• Knowledge Management
• Curriculum Engineering
• Taxonomy
• Work with the Enablement Program Managers and Technical Services Leadership team to design and implement a roadmap to help achieve the department-wide objectives and strategic plan
• Develop and report out on measures of success around Enablement, including but not limited to:
• Customer self-service and deflection efforts
• Internal knowledge sharing and collaboration, with an emphasis on driving quality and speed of customer problem resolution
• Ramping of new hires and transfers into the TS organization
• Ongoing education and skill development (both technical and soft skills) within the TS organization
• Effectiveness of new product readiness efforts
• Collaboration with product engineering (product reports, product release enablement)
• Closely partner with TS Tools and TS Support Operations to develop and roll out initiatives
• Represent and advocate for the TS team in cross-departmental efforts around Enablement, including initiatives in Customer Engineering and with departments like Product Engineering and Product Management
• Drive continuous improvements in quality and efficiency of customer facing support through technical enablement
• Communicate with Technical Services Leadership and executive management on the progress and impact of our Enablement efforts
• Occasional travel will be required (2-5 times per year) to attend business meetings and offsites

Qualifications

• Bachelor’s degree or equivalent work experience
• Minimum of 8 years of related technical enablement experience (education, knowledge management, etc.) and experience managing a skilled multi-level team
• Experience leading Knowledge Management and/ or Technical Education functions at scale
• Experience working on cross-functional initiatives with Product Engineering, Product Management, and Customer Engineering (Support, Professional Services, Solution Architecture/ Pre-sales, Customer Success, etc.) functions
• Strong communication skills and executive presence

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