Manager, Managed Services

Birdeye

About The Position

The Manager, Managed Services leads Birdeye’s team that provides hands-on services for clients, including review responses, social media management, and local listings management. The role owns operational results, including service-level attainment, client satisfaction, and sales growth for managed services. The manager leads and develops specialists, oversees staffing and capacity, maintains quality and compliance, improves workflows and tools, and partners with Sales and Account Management to sell services to existing and prospective clients. Success is measured by SLA attainment across service lines, client satisfaction scores, quota attainment, and achieving a 25% close rate.

Requirements

At least 4 years of people leadership experience.
Experience at a company that delivers social media management services.
Experience managing teams in digital content, reputation management, or local listings/SEO.
A track record of meeting SLAs, quality targets, and satisfaction goals.
Comfort carrying a sales quota and closing deals.
Strong analytical skills and ability to use data to improve operations and make decisions.
Excellent communication and leadership skills.
Proficiency with relevant platforms, such as social media management tools, reputation management software, and listings aggregators.

Nice To Haves

Experience in a high-growth or SaaS environment.
Experience managing a P&L or cost center for managed services.
Experience scaling and training teams quickly while maintaining quality.

Responsibilities

Hire, coach, and develop specialists covering review response, social media, and listings management.
Conduct regular one-on-ones, set clear goals, and foster accountability and ownership.
Manage staffing, scheduling, and capacity to meet current and forecasted client demand.
Own and consistently report on SLAs for content turnaround, review response time, and listing update cycles.
Build and operate quality-assurance processes to ensure social posts, review responses, and listing updates meet brand guidelines, accuracy standards, and compliance requirements.
Track client satisfaction scores and take action based on client feedback.
Standardize and improve workflows and tooling to support scale while maintaining quality.
Carry a managed services sales quota and achieve a 25% close rate.
Partner with Sales and Account Management to position and sell managed services to existing and new clients.
Monitor industry trends in social media, local SEO, reputation management, and customer experience, and recommend improvements to service offerings.