Manager of Managed Services
$90,000–$90,000 year
RemoteUnited States
Job Summary
Lead and develop up to 15 Campaign Managers and Strategists by running performance evaluations, coaching on objection handling, and supporting hiring and onboarding. Own operational excellence by setting key metrics, designing workflows to catch inefficiencies early, and building capacity models that scale with growth. Drive systems building and rollout by serving as a key contributor to process buildout, leading the adoption of new tools, and partnering with cross-functional teams to pilot workflows before scaling. Be the escalation point for customer issues, including approving special offers, and serve as a technical go-to for troubleshooting platform issues and translating concepts for customers. Represent Managed Services in strategic planning and act as an internal expert on marketing best practices.
Required Qualifications
- 4+ years of people management experience
- ideally managing a team of 8+ individual contributors
- 2+ years in a customer-facing service delivery role
- Direct experience owning customer escalations and risk/de-escalation
- authority to approve concessions or exceptions
- Demonstrated experience designing a process or system
- leading its rollout/adoption across a team
- Comfort with marketing technology platforms
- ability to troubleshoot and translate technical concepts for non-technical audiences
- Strategic & systems-minded mindset
- A genuine coach approach to developing people
- Situationally aware communication skills
- Operationally rigorous workflow design
- Sound judgment under pressure
- A change leader mindset
- Cross-functionally credible communication
- Data-informed decision making
- Steady in ambiguity
Desired Qualifications
- Nice to Have
- Marketing agency experience managing campaigns or accounts on behalf of clients
- Experience in adjacent verticals (nonprofit, higher ed, associations)
- Experience managing managers, or building out a team-lead layer as a team scales
- SaaS experience
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