Manager, Managed Services

About the role

We are seeking an experienced and results-oriented Managed Services Leader to oversee our critical client-facing services team. This role is responsible for the operational excellence and strategic direction of the team managing social media content creation, online review response management, and local business listing consistency across all client platforms.

Responsibilities

• Lead, mentor, and manage a team of specialists dedicated to social media management, review response, and listings management.
• Set clear performance goals, conduct regular 1:1s, and facilitate professional development to foster a high-performing, engaged, and accountable team culture.
• Manage staffing levels, scheduling, and resource allocation to meet current and projected client demand.
• Define, monitor, and enforce strict adherence to Service Level Agreements (SLAs) for content turnaround times, review response speed, and listing update cycles.
• Establish robust Quality Assurance (QA) processes to ensure all delivered content meets brand guidelines, accuracy requirements, and regulatory compliance.
• Drive continuous improvement in quality metrics and standardize and continually refine workflows, tools, and best practices to maximize efficiency, scalability, and consistency across all service lines.
• Develop and execute strategies to significantly increase the "attach rate" (adoption) of managed services among our existing and new client base.
• Stay current with industry trends in social media, local SEO, reputation management, and customer experience and recommend and implement enhancements or expansions to the current service offerings to maintain a competitive advantage.

Requirements

• Minimum of 5 years of experience in the same role
• Demonstrated experience in managing teams responsible for digital content, reputation management, or local listings/SEO.
• Proven track record of defining, measuring, and consistently achieving rigorous operational metrics, including SLAs and Quality Assurance targets.
• Strong analytical skills with the ability to use data to drive operational improvements and strategic decisions.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with relevant software platforms (e.g., social media management tools, reputation management platforms, local listing aggregators).

Preferred Qualifications

• Experience in a high-growth environment or SaaS company.
• A background in managing P&L or cost centers related to managed services.
• Experience in training and scaling teams rapidly while maintaining quality.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!