Senior Manager, Technical Program Management (Customer Facing)

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. They are seeking a Senior Manager, Technical Program Management to lead their post-sales TPM organization, ensuring successful customer launches and maximizing customer satisfaction while managing a high-performing team.

Responsibilities:

• Define and champion the charter, engagement model, and responsibilities of the US TPM team
• Recruit, develop, and retain high-performing TPMs with strong technical and customer leadership capabilities
• Serve as the senior escalation point for complex customer launches and major customer incidents with significant financial and strategic implications
• Identify inconsistencies or missing processes across the organization (e.g. standards for JIRA bugs or missing dashboards)
• Align with Product and Engineering to translate customer feedback into actionable insights and roadmap clarity
• Lead executive-level discussions around delivery timelines, trade-offs, scope, and business impact
• Provide calm and decisive leadership during high-pressure situations with customers

Requirements:

• 10+ years of experience leading enterprise software implementations or Professional Services delivery in a post-sales environment
• 5+ years of people management experience leading technical customer-facing delivery or services teams
• Proven ownership of complex, multi-stakeholder enterprise deployments from kickoff through production launch
• Demonstrated success managing scope, SOW execution, change management, and high-impact customer escalations
• Deep customer empathy paired with disciplined execution
• Delivery-Oriented Leader: You are accountable for outcomes — not just coordination. You build structure in ambiguity and create operational discipline that enables predictable success
• Customer-Centric Operator: You proactively represent the customer internally and ensure their business objectives drive implementation priorities
• Technically Fluent: You understand cloud architectures, API/SDK integrations, and enterprise technical ecosystems deeply enough to anticipate risk and guide execution credibly
• Change Leader: You have successfully improved or scaled delivery organizations and can implement operational rigor in evolving environments
• Executive Communicator: You engage effectively across audiences — from developers to senior executives — with clarity, confidence, and precision
• Cross-Functional Influencer: You navigate matrixed organizations effectively, aligning Sales, Product, Engineering, Support, and Solutions Architecture to deliver customer outcomes
• Based within 60 minutes of a major international airport hub to support rapid-response customer engagement and site visits