Principal Technical Program Manager

Role Description

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

• Define and champion the charter, engagement model, and responsibilities of the TPM team.
• 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 broader TPM organization (e.g. standards for JIRA bugs or missing dashboards).
• Align with Product and Engineering to translate and prioritize 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.

Qualifications

• 10+ years of experience leading enterprise software implementations or Professional Services delivery in a post-sales environment.
• 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.

Requirements

• Delivery-Oriented Leader: You are accountable for outcomes and 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 highly dynamic 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, Solutions Architecture, and Executive Leadership to deliver customer outcomes.

Benefits

• We value high-performing creative individuals who dig into problems and opportunities.
• We believe in individuals being their whole selves at work, supported through healthcare, parental leave, and flexibility for life events.
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful.
• 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.