Manager, Technical Services

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the OpportunityThe organization is building the world’s premier agentic platform for personalization. It is revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey.The company is taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.It is making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.The organization is designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And the company is building all of that on the intelligence of a single AI engine — Loomi — so that personalization isn't only autonomous…it's also consistent. From retail to financial services, hospitality to gaming, businesses use the platform to drive higher growth and lasting loyalty. The platform powers personalization for more than 1,400 global brands. About the RoleThe company is looking for a Manager, Technical Services to lead its Technical Services team for the Americas. This team partners with customers and internal stakeholders to deliver high-quality implementation and technical consulting services across the organization's products. Technical Services supports customers through discovery workshops, implementation consulting, architecture and implementation reviews, go-live support, and ongoing technical consultancy to support customers after go live. In this role, the individual will be responsible for leading a team of technical consultants that perform customer-facing delivery, project staffing, escalations, quality of execution, and cross-functional coordination. The role will help ensure customers successfully deploy and extend the organization's solutions while continuously improving team operations, delivery consistency, and the overall customer experience. Key ResponsibilitiesAssign team members to projects and initiatives based on workload, experience, skills, and customer needs.Delegate work effectively across the team and provide support on active customer projects.Act as the first level of escalation for technical customer issues and help drive timely resolution.Promote a culture of high-quality delivery, defect-free go-lives, and strong change management discipline.Estimate work effort for existing customers to add technical integrations or custom solutions.Identify process improvement opportunities and own or delegate process definition, documentation, and enablement as needed.Communicate risks and issues early and escalate appropriately when needed. Cross-Functional PartnershipBuild strong working relationships with leaders across Customer Success, Product, Engineering, and Support.Partner with global Engineering teams to prioritize and resolve technical issues impacting customer delivery.Work with Product teams to validate new features and functionality, document implementation steps, and improve delivery readiness. People ManagementEnsure appropriate delivery coverage across the team, including out-of-office planning and continuity of support.Review and approve change management requests and provide feedback where needed.Set goals for direct reports, track progress, and measure outcomes aligned to performance and development plans.Lead the annual review process, support promotion planning, and manage performance improvement when expectations are not met.Provide ongoing coaching and real-time feedback to support continuous improvement and career growth. Required Qualifications7+ years of experience in technical services, professional services, solutions consulting, implementation, or a related customer-facing technical function.2+ years of people management experience leading technical, implementation, consulting, or delivery teams.Experience performing solution estimates, managing resource allocation and project staffing across multiple concurrent customer engagements.Proven ability to lead technical escalations and work cross-functionally with Product, Engineering, Support, and Customer Success teams to drive resolution.Strong background in customer implementations, integrations, technical consulting, or solution delivery for SaaS commerce, martech, search, or related enterprise platforms.Experience driving delivery quality, operational rigor, and process improvement in a fast-paced environment.Ability to balance strategic leadership with hands-on execution and day-to-day team support.Strong communication skills with the ability to influence stakeholders, manage competing priorities, and escalate proactively.Experience coaching, developing, and performance managing individual contributors. Preferred QualificationsExperience in SaaS commerce, martech, search, or related enterprise platforms.Familiarity with enterprise implementations involving complex integrations, architecture reviews, and go-live support.Experience working in a global, cross-functional organization with distributed teams. Additional InformationThe base salary range for this position is $120,000-$150,000, plus bonus & RSU's. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above. Regional benefits:Health care including medical, dental, and vision insurance401k Plan with employer contribution Culture:A great deal of freedom and trust. The organization does not use clocking in and out, and there are neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. The focus is on results from day one.Defined values and key behaviors that are strongly believed in and are essential for success. These are embedded in processes like recruitment, onboarding, feedback, personal development, performance review, and internal communication.Belief in flexible working hours to accommodate working styles.A virtual-first approach with several hubs available across three continents.Company events are organized to experience the global spirit and get excited about what's ahead.Employees are encouraged and supported to engage in volunteering activities.The organization has a stellar rating on review platforms. Personal Development:A People Development Program is in place, with participants engaging in personal development workshops on various topics run by experts from within the company. Competency maps for select functions are continuously developed and updated.A resident communication coach is available to help navigate work-related communications and decision-making challenges.Managers are strongly encouraged to participate in the Leader Development Program to develop in essential areas. The program includes regular comprehensive feedback, consultations with a coach, and follow-up check-ins.Employees utilize a professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.). Well-being:An Employee Assistance Program with counselors is available for non-work-related challenges.Subscription to a sleep and meditation app.'DisConnect' days are organized where employees globally enjoy one additional day off each quarter, allowing time to unwind and focus on activities away from the screen with loved ones.Sports, yoga, and meditation opportunities are facilitated for each other.Extended parental leave is available for Primary Caregivers. Compensation:Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.Everyone gets to participate in the company's success through the company performance bonus.An employee referral bonus is offered.Work anniversaries are rewarded and celebrated. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.