Technical Program Manager, Customer Delivery

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people, packages, and vehicles everywhere. More than 4 million registered developers have chosen Mapbox because of the platform’s flexibility, security and privacy compliance. Organizations use Mapbox applications, data, SDKs and APIs to create customized and immersive experiences that delight their customers. What We Do At Mapbox, Technical Program Managers (TPMs) ensure successful, on-time launches for Mapbox's key customers by turning complex needs into realized value. TPMs independently develop and execute strategies to maximize customer satisfaction, while minimizing thrash in changes to priorities and roadmap. They provide high-judgement updates to Mapbox leaders–keeping them informed on progress while handling the day-to-day operations independently. WHAT YOU'LL DO Mapbox is seeking a Technical Program Manager (TPM) to deliver strategic programs for our key customers. This is a high-impact role in a dynamic environment where you will drive key programs from program kickoff through initial launch and beyond. You will lead programs across their lifecycle: Working closely with customers and Mapbox product and engineering teams to translate requirements into tangible deliveries, ensure successful launches, and support the program post-launch to drive new functionality & quality improvements that deliver on business goals. - Ensure the success of our most strategic customer programs by leading technical programs with our Premium Support customers. - Be the primary interface between our key customers and our internal teams, advocating for mutual success by championing the needs of our customers with internal teams (including leadership, product management, engineering, sales, technical support), and representing Mapbox’ needs to our customers. - Define success for our customer programs, including how we measure it, and how we get there. - Work with product and engineering teams to translate and prioritize customer requirements and feedback into actionable insights and roadmap clarity. - Set and uphold a high quality bar, working with technical support, product and engineering teams to ensure effective prioritization and resolution of quality issues, and to synthesize and address overarching quality concerns. - Lead senior-level discussions - internally and externally - to ensure alignment on delivery timelines, trade-offs, scope, and business impact. - Provide calm and decisive leadership during high-pressure situations with customers. - Provide clear & concise reporting to program key stakeholders and track and manage and report on program risks, working with customers and internal teams to mitigate and/or and escalate for resolution. - Lead or contribute to internal initiatives to improve internal processes across the TPM and Mapbox organizations. - Develop a deep knowledge of Mapbox products and services in order to manage steer technical discussions and build trust with our customers. WHAT WE BELIEVE ARE IMPORTANT TRAITS FOR THIS ROLE Ideal candidates are leaders who own their impact, drive results, and proactively collaborate to ensure the success of our customers and our Customer Engagement team. - 5+ years of experience leading enterprise software implementations or Professional Services delivery in a post-sales environment. - Location: Based in the United States with preference for East Coast timezone. - Proven ownership of complex, multi-stakeholder enterprise deployments from kickoff through production launch. - Demonstrated success managing scope, SOW execution, change management, and customer escalations. - Deep customer empathy paired with disciplined execution. - Customer-centric mindset, proactively representing the customer internally and ensuring their business objectives drive implementation priorities.