Senior Manager, Driver Operations

Job description

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 WE DO The Navigation team are proud builders of solutions to challenges in the routing space for industries like auto, logistics, outdoors and more. We solve complex geospatial data problems and leverage algorithms and statistical analysis for use cases ranging from turn-by-turn navigation, to delivery route planning for fleets of thousands of trucks. Our services are at the heart of the operations of our customers’ businesses. We get people and products from start to finish effectively and on time, whether it’s delivering meals or going on a road trip. Our customers are primarily developers, like us. WHAT YOU'LL DO We’re looking for a Senior Manager of Driver Operations to build and scale a best-in-class, global driver operations program that directly powers the quality of our navigation products. This role sits at the critical intersection of real-world driving and product development where you’ll help ensure we consistently deliver high-quality products as we expand into new geographies. In this role, you’ll lead operational programs that support some of our most strategic automotive customers, ensuring our technology performs seamlessly in real-world conditions across global markets. You’re a creative, systems-oriented thinker who is deeply curious about customers and serves as a key player in showcasing our technology to customers through live demos and field activation. You bring a high level of organization and follow-through, with the ability to coordinate effectively across teams and drive initiatives end-to-end. You communicate clearly, collaborate seamlessly, and approach software development as a collective effort. AS A SENIOR MANAGER YOU CAN EXPECT TO: - Launch and manage global driver testing programs, translating high-level strategy into clear, executable plans across geographies. - Hire, train and lead full-time Driver Operations team, while maintaining a network of local resources who can temporarily augment team capacity in key markets. - Manage and lead customer facing demos of in-car software. - Partner with Product and Engineering teams to design and evolve in-car test plans across all driving-specific features and use cases. - Travel approximately once per month (or more) to support global programs, on-the-ground testing, and customer engagements. - Lead execution of testing programs, ensuring high-quality, actionable bug reports, logs, tickets, and feedback are delivered to engineering. - Oversee the production of detailed test outputs – including videos, traces, and logs, providing initial analysis of the issue using engineering provided tools or AI tools. - Define KPIs and benchmark metrics for measuring results of drive testing. Pull these metrics, analyze results, and synthesize learnings to support continuous software improvement. - Create dashboards, benchmarks, and reports (Excel, slides) to clearly communicate performance metrics, trends, and findings to cross-functional stakeholders. - Streamline stakeholder communications end-to-end; partner closely with our customers, Engineering Managers, Engineers, Product Managers, Executives, Support, and TPMs. - Manage a small fleet of vehicles internationally, including parking, insurance, certifications, and regulatory compliance. - Uphold a culture of collaboration, transparency, creativity, inclusion, and data-driven decision making. WHAT WE BELIEVE ARE IMPORTANT TRAITS FOR THIS ROLE - 5+ years of operations and/or program experience: Proven track record managing teams while deploying people and resources across multiple locations, ideally within fleet operations or field operations. - Strong technical and analytical mindset: Comfortable working with data to evaluate product performance and operational efficiency. SQL proficiency is expected, along with the ability to translate real-world driver feedback into structured, actionable insights for engineering and product teams. - Tolerance for ambiguity and intrinsic motivation: You thrive in undefined spaces and can bring structure to chaos. You can weed out what’s important in highly ambiguous spaces, and juggle a variety of competing priorities. Even so, you are proactive around driving solutions to completion. - Excellent communication skills (technical + external): Able to clearly articulate complex ideas to a wide range of audiences – from engineers to executives to external partners. Comfortable representing the product in customer facing settings, including live demons and field activations. - Highly organized and execution-oriented: Strong operator who can manage multiple programs, with ability to follow through and close loops consistently. - Systems thinker with a focus on scalability: Passionate about building repeatable processes, measurement frameworks, and operational infrastructure that enable programs to scale efficiently. - Empathy and collaboration: Communicate and build trust effectively across various functions, teams, and stakeholders. Comfortable giving and receiving feedback, and able to influence without authority in highly cross-functional environments. WHAT WE VALUE In addition to our core values https://www.mapbox.com/about/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. Our annual base compensation for this role ranges from $142,800 - $193,200 for most US locations and 5% to 10% higher for US locations with a higher cost of labor. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. Please discuss your specific work location with your recruiter for more information. By applying for this position, you acknowledge that you agree to the Mapbox Privacy Policy https://www.mapbox.com/legal/privacy which is linked here. Mapbox participates in E-Verify to confirm employee work authorization. Please refer to the Notice of E-Verify Participation https://drive.google.com/file/d/1rVYht6vc6QJmVzwML1rlh3BFboC-JkGe/view?usp=drive_link and Right to Work https://drive.google.com/file/d/1Pnzz1t8ueq8iPftJ7kqPOGoTnD5mqi0H/view?usp=drive_link posters for more information. We are committed to a fair and equitable hiring process. We do not discriminate against any protected class. #LI-Remote