Responsibilities
- Inherit a team operating in a high-pressure, rapidly evolving environment and transform them into a disciplined, unflappable unit.
- Serve as a primary, senior escalation point for high-stakes customer issues, providing clear technical guidance and de-escalation leadership during major crises with significant financial or strategic implications (e.g., $50 million+ in value).
- Establish and execute a clear, effective communication loop for customer feedback and critical issues ("hot spots"), tracking internal resolution and providing proactive, packaged updates to the customer regarding progress, timelines, and resolution.
- Lead and model high-level, technical negotiations with customer and executive stakeholders, driving to clear commitments, especially concerning product delivery timelines.
- Define and champion a clear team charter and roles/responsibilities for the TPM organization, and partner across the company to align the TPM role with other roles and fill gaps.
- Define, build and institutionalize best practices for continual improvement of processes and results.
- Ensure the necessary tools are in place to maximize impact and productivity of the team.
- Align with engineering and product leadership and guide the TPM team in breaking down strategic initiatives into road-maps, drive clarity in roles, responsibilities, milestones, dependencies, deliverables and metrics, and track progress.
- Foster a culture of ownership, measurable outcomes, and accountability - you own the “how” of making things happen, not just tracking them.
- Build technical fluency - understand the engineering context, architecture, API/SDK flows, data systems, platform constraints and trade-offs.
- Recruit, develop and manage a best-in-class team of TPMs.
- Ensure customer feedback is communicated internally to enable ongoing improvement of Mapbox products
- Accountable for tracking (and creating new) metrics to measure the success of implementation and usage as well as develop and drive adoption campaigns through your team.
Requirements
- 10+ years experience in technical program management, professional services, or delivery; 5+ years of people management experience
- Strong leadership.
- Commitment to building and coaching a team that represents diverse perspectives, skillsets, and backgrounds.
- Experience and authentic interest in facilitating teamwork in ways that counteract unconscious bias.
- Empathy, grace, economy, and conviction when sharing feedback and mentoring individuals for career growth.
- Delivers results.
- Deep understanding of customer pain points, value drivers and business initiatives.
- Proactively discovers additional ways to help the customer achieve their goals by adopting Mapbox products or deeper optimization of our products.
- Must have demonstrated success in managing and resolving major, high-stakes technical crises.
- Change Leadership & Growth mindset.
- Proven experience in "change management while under fire," capable of rapidly designing and implementing necessary operational changes under high-pressure conditions.
- Comfort working in and leading in a fast-paced, ever-changing environment, and the ability to create structure and success in ambiguity.
- Technically adept.
- Understands the technical environments common to platform customers, including cloud architectures and web/mobile implementations.
- Requires deep, technical product fluency, demonstrated by the ability to describe complex products in technical depth.
- Anticipates potential project risks from timelines or resources.
- Stays abreast of tech changes with regular customer visits and check ins with the team.
- Recognizes technical aptitude in others and can build technically adept teams.
- Customer-centric.
- Proactively represents the customer internally, pushes for features and work without the customer being present, and has strong internal relationships that make this possible.
- Build relationships.
- Goes deep with customers and internal executives to build meaningful relationships centered on their goals.
- Ability to drive C-level conversations, relationships and presentations in accounts.
- Exemplary Communication.
- Exhibit impeccable communication, adjusting tone and content for all audiences, from technical developers to C-level executives and external customers.
- Demonstrate empathy, grace, economy, and conviction when expressing ideas and providing feedback.
- Strong cross-organizational skills.
- Demonstrated ability working collaboratively across a matrix organization to achieve results important to your customers (TAM, Solution Architecture, Sales, Support, Product, and Engineering).
- Based within 60 minutes of a major international airport hub to support rapid-response customer engagement and site visits.
Work Arrangement
Hybrid
Additional Information
- We value high-performing creative individuals who dig into problems and opportunities.
- We believe in individuals being their whole selves at work.
- We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.
- We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
- We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.
