Technical Program Manager, Customer Delivery

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. They are seeking a Technical Program Manager (TPM) to deliver strategic programs for their key customers, ensuring successful launches and driving new functionality and quality improvements.

Responsibilities:

• 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

Requirements:

• 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
• Technical fluency with an understanding of cloud architectures, API/SDK integrations, and enterprise technical ecosystems deeply enough to anticipate risk and guide execution credibly
• Effective communication, engaging effectively across audiences from developers to senior leaders with clarity, confidence, and precision, with strong verbal and written communication skills
• Cross-functional influence, effectively navigating matrixed organizations, aligning Sales, Product, Engineering, Support, Solutions Architecture, and Executive Leadership to deliver customer outcomes