Senior Manager, Technical Program Management in London

Location: Mapbox UK

Employment Type: Full time

Location Type: Remote

Department: Customer Engagement

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 You’ll Do:

• We are looking for a battle-tested Leader to head our EMEA TPM organization. This is not a role for the faint of heart. You will inherit a team operating in a high-pressure, rapidly evolving environment and transform them into a disciplined, unflappable unit.
• You are a 'champion' for the customer - relentlessly removing blockers, building structure where there is none, and providing the decisive advocacy needed to ensure Mapbox products win in the market.
• Your communication skills are exemplary.
• Rapidly establish and implement a structure for effective team execution, including easy-to-maintain processes, operational standards, and clear status reporting for both customers and internal executives to address current operational gaps.
• 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.

What We Believe are Important Traits for This Role:

• 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.
• 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.

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.

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