Manager of Managed Services

Feathr•Gainesville, FL

1d•Remote

About The Position

Feathr’s Managed Services team functions as an internal agency, planning, building, and executing high-impact marketing campaigns for our customers. As one of the primary drivers for customer growth and retention, this team is where clients experience the full value of the Feathr platform. We are seeking a Team Manager of Managed Services to lead this team through its next phase of growth. In this high-visibility role, you will lead a team of ~10 Campaign Managers and Strategists, coach them into consultative client partners, and build scalable systems that maintain high service quality as we expand. You’ll report directly to Services leadership, owning both team leadership and the operational engine behind our key service line.

Requirements

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

Nice To Haves

Digital marketing agency experience managing client campaigns.
Background in our customer verticals (e.g. non-profits, higher education, or associations).

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.
Architect, 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.