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.