Manager of Managed Services

About the role

The Team Manager of Managed Services plays a pivotal role in leading a team of Campaign Managers and Strategists, driving growth and retention for Feathr's customers. Reporting directly to Services leadership, this role oversees both team leadership and the operational engine behind key service lines.

Responsibilities

• Directly lead, develop, and mentor a team of 10–15 Campaign Managers and Strategists.
• Conduct regular call and email reviews to provide actionable feedback on client management, objection handling, and campaign execution.
• Lead bi-annual reviews, career growth planning, performance management (including PIPs when necessary), and candidate interviewing/onboarding.
• Arcitect, document, and launch new operational workflows, ensuring high team adoption and minimal disruption.
• Establish key performance indicators (KPIs), track service delivery metrics, and build capacity models to support sustainable growth.
• Partner with Product, Customer Success, and other internal partners to pilot new features, workflows, and service strategies.
• Act as the primary escalation point for critical client issues, with direct authority to approve concessions or custom solutions.
• Help your team troubleshoot issues and translate complex technical concepts for non-technical clients.

Qualifications

• 4+ years managing direct reports, ideally teams of 8+ individual contributors.
• 2+ years in a customer-facing service delivery environment (e.g., account management, client services, campaign/project management, or agency operations).
• Background in Marketing Technology (MarTech), SaaS, or a digital marketing agency.
• Proven Systems Builder: Demonstrated experience designing, rolling out, and driving adoption for new operational processes.
• Escalation Ownership: Experience directly managing high-stakes customer issues and exercising authority over concessions/exceptions.

Skills

• Strategic & Systems-Minded: Fix root causes, build scalable processes for recurring challenges.
• Empathetic Coach: Grow talent through consistent, constructive, real-time feedback.
• Change Agent: Understand successful system rollouts involve 20% design and 80% change management.
• Operationally Rigorous: Monitor workflow health and catch breakdowns before impacting clients.
• Steady Under Pressure: Remain calm and clear-headed in ambiguous or high-tension client situations.

Pay

$90,000 base salary, with the potential to earn up to an additional $15,000 bonus.

Schedule

This position is fully remote to candidates located in the U.S. Most of the team is located in Eastern/Central timezone. Headquarters are in Gainesville, FL.