Manager of Managed Services

About the role

The Team Manager of Managed Services is a high-visibility role within Feathr, leading a team of Campaign Managers and Strategists. This role focuses on driving customer growth and retention through effective management and coaching of the team.

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.
• Serve as a subject-matter expert for the Feathr platform, helping 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

Benefits

• Fully remote
• Health/dental/vision insurance
• Company Holidays + Winter Break
• Paid vacation + sick time off

Pay

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

Schedule

This position is Remote to candidates located in the U.S. Most of the team is located in Eastern/Central timezone. We also have our headquarters in Gainesville, FL.