Manager, Managed Services

Salsify•Boston, MA

7h•Remote

About The Position

As the Manager of Managed Services Delivery, you will lead the team responsible for delivering successful syndication and related managed services to our brand customers. This role focuses on building and scaling managed service delivery, ensuring client success through content syndication, product data management, Salsify administration, and other essential managed services. You will also play an active role in evolving and shaping managed service offerings as Salsify’s product capabilities expand, including increased use of AI-driven workflows and automation. You'll lead an US and offshore delivery team to meet client SLAs while driving high levels of client satisfaction through continuous service improvement in a fast-changing product and market environment. Success in this role requires excellent organizational, people management, and communication skills, as well as a commitment to optimizing processes and ensuring consistent client satisfaction. You will work closely with internal cross-functional teams, fostering partnerships that drive better service outcomes for our clients. Your ability to lead offshore teams, develop talent, and ensure services meet quality and performance metrics are key. Success in this role also depends on your creativity and problem-solving skills, along with your ability to collaborate across departments to enhance service offerings and resolve issues. The Manager of Managed Services Delivery reports directly to the VP, Customer Success and Services.

Requirements

4–5+ years of relevant experience in managed services, program management, or customer-facing delivery roles within an e-commerce or SaaS environment, including demonstrated ownership of service delivery and outcomer.
A proven track record of building, managing, and scaling managed services or delivery teams, with strong operational and financial accountability.
Deep experience in customer-facing roles, including service delivery, account stewardship, and executive-level communication.
Strong project and program management skills, with the ability to manage multiple workstreams and cross-functional dependencies simultaneously.
Demonstrated people leadership capabilities, including coaching, mentoring, performance management, and hiring for distributed or offshore teams.
Exceptional communication and stakeholder management skills, with the ability to collaborate effectively across internal teams and with external partners.
Experience operating in environments with defined SLAs, performance metrics, utilization targets, and continuous improvement expectations.
Comfort partnering with Sales and Customer Success to support growth, scope expansion, and renewal conversations without owning a quota.
Experience in the e-commerce industry is essential.

Nice To Haves

Direct experience using the Salsify platform is strongly preferred.

Responsibilities

Own and oversee day-to-day delivery of contracted managed services, ensuring SLAs, quality standards, and customer outcomes are consistently met.
Maintain strong client relationships through reliable, high-quality service delivery, including participation in service reviews and customer QBRs as needed.
Establish, standardize, and continuously improve processes for Managed Services engagements to ensure consistency, scalability, and efficiency.
Lead the offshore Managed Services delivery team, ensuring teams are well supported, work is executed efficiently, and issues are addressed quickly.
Personally manage escalations from direct reports, following a clear escalation path to executives and driving issues through to resolution.
Coach, develop, and performance-manage team members, including building a candidate pipeline and running a rigorous hiring and interview process.
Ensure the right metrics, dashboards, and reporting are in place to manage performance, risk, reliability, and cost-effectiveness internally and externally.
Manage resourcing and scheduling to ensure the right skills are aligned to the right work at the right time.
Assess customer feedback and operational data to refine services, improve delivery models, and drive continuous improvement.
Partner closely with cross-functional leaders (Sales, CS, Product, and Operations) to resolve issues, improve service delivery, and develop new solutions.
Proactively identify and support managed services growth opportunities with a value-driven mindset, working closely with Sales to expand account value.