Manager, Feedback Operations

Job Description

Mapbox is building a live location platform. Our maps represent the ever-evolving world, accessing, aggregating, and adapting anonymous data from millions of sensors and phones in real-time. Mapbox has the exciting opportunity to power devices and products across the next frontier in location-based data. Whether you’re watching the delivery of your grocery order on Instacart, tracking your personal best mile on Strava, sending snaps on Snapchat, monitoring your gas budget on Metromile, or checking today’s forecast on The Weather Channel, Mapbox is the location and maps within those apps. We’re changing how people move by live-mapping the world. Mapbox’s navigation products are at the heart of some of the most sophisticated companies in the world from Instacart and DPD to Porsche to GM and Toyota, helping them optimize their fleets and navigate through an ever-changing environment.

What We Do

At Mapbox, data is foundational. It flows into every product we sell - maps, navigation, or search - and ultimately to our customers. Our Map, Navigation, Search SDKs are used by 175,000 Developers around the world; Mapbox services are used in over 45,000 apps; and the number of Monthly Active Users is over 700,000,000! The RAVE Department at Mapbox provides a globally validated, up-to-date Mapbox Streets basemap; an engaging feedback experience for over 350K+ users and drivers; generates hundreds thousands of high quality corrections at scale to strengthen our customer's confidence in Mapbox's commitment to offering the best-in-class map data to power navigation for people, packages, and vehicles globally.

We are looking for qualified Managers for 2 operational divisions within the RAVE Department: Data Enrichments and Feedback Operations . The Enrichments Team of 30+ Data Specialists and Map Editors is responsible for producing proprietary data corrections by human validation of AI data and annotating ML training datasets, detecting and manual fixing errors in our roads data to proactively prevent user negative experience, and conducting targeted mapping runs in strategic geographies. The Feedback Team is the voice of our users for Mapbox - drivers and search users across Automotive, Logistics, Outdoor app segments. The team of 40+ Data Specialists and Map Editors provides an intelligent, connected feedback experience by triaging customer feedback and manual data editing to ensure our customers see fast map data improvements, have better/unique experience, and trust Mapbox's commitment for delivering the highest quality Live map of the world. Operational teams work in close collaboration with Engineers and Managers within the RAVE department and across the company to increase service scope, improve our pipeline, operational excellence and data coverage.

What You’ll Do

Mapbox is looking for an experienced Manager, with talents in 3 dimensions - planning, operational excellence and leadership. You will be responsible to set vision and provide direction through your own Manager Organization and direct team guidance; write operational plannings for your division; develop and coach Specialists and Leaders on the team; continually improve and expands the operational footprint of your area as complexity/scope increases; and make sure everything we work on is driven by customer needs, operational planning and has impact on the overall business.

In this role you will:

• Manage and guide other Managers who will directly report to you;
• Manage an operational team of 30-40+ Enrichment Specialists across several business areas and customers;
• Operate the service and resources, provide expertise, and implement best project and people management practices across your teams;
• Manage and develop the team through hiring, retaining, mentoring, coaching, and growing your people and leaders across all levels, create a culture where team members can learn & grow with the organization;
• Write the yearly operational and resource plannings for your area and be responsible for achieving the objectives by your teams;
• Drive company, product, and team objectives, carrying your team and relevant stakeholders along in the decision-making;
• Establish and continually improve operational and team productivity metrics for your service to ensure the team is meeting SLA and delivering high-quality data that is satisfying customer expectations;
• Continually monitor and improve costs and efficiency of your services;
• Work closely with Engineering teams and Managers across Mapbox on data projects and POCs;
• Empathize with internal and external customers, and deliver projects that address their needs.

What We Believe are Important Traits for This Role

• A strong combination of planning, scaling and leadership skills;
• Previous experience building and leading a high-performing team of 20+ or owning a high-impact service with several areas or divisions;
• Experience building and maintaining projects or services that process large volumes of data, GIS domain is a favor;
• Experience working with Engineering teams, leading initiatives from addressing up to realization;
• Experience working with a long-term and mid-term business and resource planning;
• Experience working with operational, service and people productivity metrics;
• Clear and persuasive communication of information in English to a broad audience, and a commitment to fostering and growing cross-team relationships;
• Ability to take on an ownership role, be able to ramp up quickly, operate independently and work with a high degree of ambiguity;
• Readiness to work with a division of 30-40+ , spanning several teams across various segments of customers or business;
• Commitment to recruiting, building, and retaining a diverse team

What We Value

In addition to our core values , which are not unique to this position:

• 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.

Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity.

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