Manager, Technical Services

About Our Client

The organization operates in the personalization technology industry, focusing on enhancing customer engagement through AI-driven solutions. It addresses challenges in product discovery, conversational shopping, and autonomous marketing by deploying AI agents that personalize the customer journey. Serving over 1,400 global brands across sectors such as retail, financial services, hospitality, and gaming, the company supports businesses in driving growth and customer loyalty.

About the Opportunity

The Manager, Technical Services leads the Technical Services team for the Americas, overseeing the delivery of implementation and technical consulting services. This role ensures successful deployment and extension of personalization solutions for customers, improves team operations, and enhances the overall customer experience through effective leadership and coordination.

Responsibilities

• Strategically assign team members to deployment projects based on individual workloads, technical skills, and specific customer needs
• Delegate specialized implementation tasks effectively and provide hands-on support for active enterprise customer projects
• Serve as the primary escalation point for complex, technical customer issues to ensure swift and timely operational resolution
• Foster a team culture centered on high-quality technical delivery, precise execution, and structural change management
• Estimate technical work effort, scoping parameters, and engineering timelines for complex system integrations and custom client solutions
• Identify operational bottlenecks and implement continuous technical process improvements across the services division
• Communicate project risks transparently and escalate deep-seated platform issues through appropriate corporate channels
• Build strong collaborative relationships with department leaders across Customer Success, Product Management, Engineering, and Support
• Partner closely with Engineering and Product teams to resolve software issues and improve overall delivery readiness for new features
• Manage technical delivery coverage schedules and maintain strict support continuity across the Americas region
• Review formal change management requests thoroughly, providing constructive feedback and risk assessments
• Set clear professional goals, track milestone progress, and manage the daily performance metrics of direct reports
• Lead performance review cycles, promotion planning initiatives, and structural performance improvement plans (PIPs) when necessary
• Provide consistent professional coaching, technical guidance, and actionable feedback for long-term team development

Requirements

• 7+ years of progressive professional experience in technical services, professional services, solutions consulting, technical implementation, or related customer-facing engineering roles
• 2+ years of direct people management experience leading technical, implementation, solutions consulting, or delivery engineering teams
• Proven experience building solution estimates, managing resource allocation matrices, and handling complex project staffing
• Demonstrated leadership in resolving high-stakes technical escalations and fostering cross-functional stakeholder collaboration
• Strong technical background managing customer implementations, software integrations, or consulting workflows for enterprise SaaS commerce, martech, search, or similar data-driven platforms
• Proven track record driving technical delivery quality, building engineering runbooks, and executing process improvements
• Exceptional ability to balance high-level strategic department leadership with hands-on technical execution when needed
• Strong communication, negotiation, and relationship-building skills across diverse corporate stakeholders
• Dedicated experience coaching, mentoring, and managing the career growth of technical individual contributors

Pay Range and Compensation Package

The target annual base salary range is $120,000.00 to $150,000.00 USD. The total corporate compensation package includes competitive base salary, performance-based bonus structures, and restricted stock units (RSUs). Final salary placement within the established range is determined dynamically based on the candidate's specific skills, qualifications, geographic location, and depth of technical management experience.

Benefits & Perks

• A comprehensive healthcare benefits package including top-tier medical, dental, and vision insurance options
• A structured 401(k) retirement savings plan featuring a competitive corporate employer contribution program

Equal Opportunity Statement

The client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.