Manager of Managed Services

About the role

Feathr is on the lookout for a dynamic leader to head our internal agency team that specializes in executing impactful marketing campaigns. In this position, you will manage a dedicated group of 10 to 15 strategists and campaign managers, while also developing the operational frameworks necessary to enhance our service delivery. This role emphasizes staff development, optimizing client outcomes, and ensuring that our service department continues to be a significant contributor to the overall growth of the company.

Key facts

What you'll do

• Lead and mentor a team of 10 to 15 Campaign Managers and Strategists, fostering a culture of growth and excellence.
• Conduct regular performance evaluations, oversee career development initiatives, and manage the hiring and onboarding processes for new team members.
• Create and implement operational workflows aimed at enhancing service delivery and improving team productivity.
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness and health of our service operations.
• Act as the primary escalation point for critical client issues, providing expert technical support regarding the Feathr platform.
• Collaborate closely with the Product and Customer Success teams to test and introduce new features and service strategies.
• Analyze client feedback and performance data to continuously refine and enhance service offerings.
• Develop training programs and resources to elevate team skills and knowledge in digital marketing best practices.
• Facilitate interdepartmental communication to ensure alignment on client goals and expectations.
• Drive initiatives that promote innovation within the Managed Services team, encouraging creative solutions to client challenges.
• Prepare and present regular reports to senior leadership on team performance, client satisfaction, and operational improvements.

Requirements

• A minimum of 4 years of experience in direct people management, specifically leading teams of 6 or more in client-facing roles.
• A solid background in digital marketing agency operations, SaaS client success, or the MarTech industry.
• Demonstrated expertise in multi-channel digital marketing, including ad targeting, strategy formulation, and execution metrics.
• Proven experience in developing and implementing new delivery workflows or agency systems that enhance operational efficiency.
• Strong capability to manage high-pressure client situations and effectively mitigate account risks.
• Excellent communication and interpersonal skills, with a focus on building strong client relationships.

Nice to have

• Practical experience in executing programmatic or paid media campaigns.
• Familiarity with the nonprofit, association, or higher education sectors, which can enhance understanding of client needs.
• Previous experience in scaling a team, demonstrating a track record of growth and development.

Skills & tools

• Digital marketing strategy development and execution
• Team leadership and coaching methodologies
• Operational process design and optimization
• Performance management techniques
• Client relationship management best practices
• Technical troubleshooting and problem-solving skills

Practical notes

• The benefits package includes comprehensive health, dental, and vision insurance, along with paid vacation and sick leave, parental leave, and a winter break.
• Additional perks feature a wellness reimbursement credit, a home office stipend, and a budget for professional development opportunities.
• The interview process will consist of an initial HR screening, followed by an interview with the hiring manager, a work assignment, and a panel interview to assess fit and capabilities.
• Most of the current team members are located in the Eastern or Central time zones, so candidates should be prepared to align with these working hours.

This role at Feathr offers a unique opportunity to lead a talented team in a fast-paced environment while driving significant impact on client success and company growth. If you are passionate about digital marketing and have a proven track record in team leadership, we encourage you to apply and join our mission to deliver exceptional marketing solutions.