Senior Manager, Managed Services

Reputation.com-posted 3 months ago
Full-time • Manager
Hybrid • Scottsdale, AZ
501-1,000 employees
Telecommunications
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The Senior Manager, Managed Services is responsible for establishing and leading the strategic performance framework that guides Reputation's Managed Services delivery across Business Listings, Social Publishing, and Social Engagement. This role ensures services are delivered accurately, efficiently, and in alignment with client expectations and contractual obligations. The Senior Manager will lead managers and specialists, drive adherence to SLAs and KPIs, manage escalations, and implement process improvements to ensure consistent, high-quality service delivery at scale. The ideal candidate is a strategic leader with deep operational expertise who thrives in fast-paced, deadline-driven environments and brings a proven track record of guiding complex service teams to deliver scalable, high-impact results.

  • Lead and manage multiple Managed Services teams, ensuring consistent execution of deliverables across Business Listings, Social Publishing, and Social Engagement.
  • Establish and evolve operational standards in partnership with leadership, ensuring they evolve to meet client and business needs, while monitoring performance metrics to maintain service quality and timely fulfillment.
  • Oversee resolution frameworks and risk management for escalations for service delivery issues, coordinating with cross-functional teams to resolve customer and platform-related challenges quickly and effectively.
  • Own long-term workforce capacity planning at both strategic and operational levels, including automation strategies, vendor/partner utilization, workload distribution, and resource allocation to ensure efficiency and scalability.
  • Act as a senior operational leader partnering with Customer Success, Sales, Product, and Engineering to streamline workflows, address platform issues, optimize operational processes, and influence cross-functional priorities.
  • Design and govern fulfillment processes to scale and are standardized, documented, and continuously improved to maintain accuracy and reduce errors.
  • Conduct regular audits and reviews of service delivery outputs, identifying gaps and implementing corrective actions.
  • Prepare and deliver reporting on service delivery outcomes, including productivity, accuracy, and client satisfaction metrics, to senior leadership.
  • Build and lead a high-performing team (managers and team members), building a culture of accountability, quality, and continuous improvement.
  • Lead organizational change initiatives to scale Managed Services globally, ensuring alignment with company strategy, and oversee operational readiness for new services or features to guarantee seamless delivery at scale.
  • Bachelor's degree, relevant certification, or equivalent experience required.
  • 7+ years of experience in SaaS, digital marketing, or managed services, with at least 3+ years managing managers or multi-team operations.
  • Strong knowledge of digital presence management, including listings accuracy, social media publishing, and online engagement strategies.
  • Proven success managing SLAs, KPIs, and escalations in a client-focused environment.
  • Demonstrated ability to drive operational excellence through process design, capacity modeling, and resource management.
  • Excellent organizational, problem-solving, and decision-making skills, with a sharp focus on execution and quality control.
  • Strong stakeholder management skills; able to collaborate across Customer Success, Product, Engineering, and other internal functions.
  • Proficiency with SaaS platforms, Salesforce, Jira, Google Workspace, Microsoft Office, and integrations (SFTP, API).
  • Flexible working arrangements.
  • Career growth with paid training tuition opportunities.
  • Active Employee Resource Groups (ERGs) to engage with.
  • An equitable work environment.
  • Flexible PTO for salary paid employees.
  • Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1.
  • 10 paid company holidays.
  • 4 company paid, "Recharge Days," which are wellness days off for the entire company.
  • Health, dental and vision insurance.
  • 401k.
  • Paid Parental Leave for all eligible employees as of day 1 of employment.
  • Employer paid short and long term disability and life insurance.
  • Employee Assistance Program (EAP).
  • Access to a wide variety of unique perks and apps: PerkSpot - Employee Discount Program, Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options, Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support, Omada - Virtual prevention and physical therapy program, Ladder -Life insurance to supplement outside of employer offering, SoFi - Financial wellbeing platform and 1:1 advice, Fetch - Pet insurance discount program, Spring Health for Guardian - Virtual mental health support, XP Health for Guardian (virtual eye-wear platform).
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Senior Customer Service Manager Resume Examples
•
Senior Customer Service Manager Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service