Job Description

Company:

Mapsted is a global leader in innovative location-based technology, distinguished by its proprietary hardware-free solutions. Founded in 2014, the company has pioneered the transformation of data chaos into actionable intelligence through advanced AI and machine learning. Mapsted has meticulously mapped over one billion square feet of indoor space and holds more than 100 patents, showcasing its commitment to trailblazing innovation. Its unique ability to deliver scalable, beacon-free indoor positioning with an accuracy of 1-5 meters places it at the forefront of the industry.

About the Role

We're looking for a Director, Customer Engineering / Solutions Delivery to lead our customer implementation function across Technical Implementation - IoT and Technical Implementation - Core. This leader will own end-to-end delivery: driving complex technical projects to go-live, acting as a senior technical partner to customers, managing escalations, and building the operating model that makes delivery faster, predictable, and scalable.

This is a hands-on leadership role for someone who can operate at the intersection of engineering, product, operations, and customers--and who thrives in high-ownership environments.

What You'll Do

1) Lead Customer Delivery (IoT + Core)

Own implementation success from kickoff through go-live and handover to support/CS. Drive delivery planning, timelines, milestones, and execution across multiple concurrent customer projects. Ensure projects meet technical requirements, quality standards, and commercial commitments.
2) Be the Senior Technical Customer Partner

Lead customer technical workshops, architecture reviews, and integration planning. Translate business needs into technical scope, success criteria, and delivery plans. Manage stakeholder expectations and communicate clearly on risks, trade-offs, and timelines.
3) Own Escalations and Delivery Governance

Serve as the executive point of contact for high-severity customer issues tied to delivery. Establish escalation paths, severity definitions, response SLAs, and communication cadence. Coordinate cross-functional response with Engineering, Product, Support, and Ops; run postmortems and prevention plans.
4) Build a Scalable Delivery Engine

Create and improve playbooks, templates, checklists, and go-live criteria to reduce cycle time and rework. Implement delivery rhythm: weekly project reviews, risk reviews, capacity planning, and stakeholder updates. Track and report performance: time-to-go-live, on-time delivery, escalations, rework rate, and customer satisfaction.
5) Lead and Develop the Team

Manage and mentor Technical Implementation and Customer Engineering leaders/ICs. Build hiring plans, onboarding, training, and career ladders. Foster a culture of ownership, high technical standards, customer empathy, and operational excellence.

What We're Looking For

Required Qualifications

8-12+ years in customer engineering / solutions delivery / technical program delivery, including leadership experience. Proven track record delivering complex technical implementations (multi-stakeholder, integration-heavy, enterprise or scaling customers). Strong technical foundation--able to lead architecture and troubleshooting discussions with engineering teams. Deep experience with customer-facing delivery: running executive updates, handling escalations, and managing scope. Experience building repeatable delivery processes (playbooks, governance, metrics, SLAs).

Nice to Have

Experience delivering IoT solutions (devices, connectivity, telemetry, edge gateways) and/or platform/core integrations (APIs, SSO, data pipelines). Familiarity with incident management, postmortems, SLO/SLA design, and support handoff models. Experience working in fast-growing SaaS/tech environments with evolving products.
Job Type: Full-time