Senior 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. 

Important Information for Applicants:

This position may be advertised externally under different job titles to ensure we reach a broad and diverse range of qualified candidates. Please note that all such postings correspond to the same role and selection process. We kindly ask that you submit only one application, as multiple submissions for the same position (under different titles) are unnecessary and may delay the review process.

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 Senior Manager, Technical Program Management (EMEA) to lead our post-sales TPM organization across the region. This is a high-impact leadership role in a dynamic environment where you will scale the team into a highly organized and effective unit. You will drive changes to processes and resourcing as needed through the organization, holding TPMs and other teams accountable for consistent and quality deliveries.

In this role you will:

• Define and champion the charter, engagement model, and responsibilities of the EMEA 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

What We Believe are Important Traits for This Role

• 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.

What We Value

In addition to our core values, which are not unique to this position and are necessary for Mapbox leaders:

• 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.

By applying for this position, you acknowledge that you have received the Mapbox Non-US Privacy Notice for applicants, which is linked here.  Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application. 

We are committed to a fair and equitable hiring process. We do not discriminate against any protected class.

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