Manager, Managed Services

Our Managed Services team is the human side of Birdeye for our clients. They respond to reviews, manage social media, keep local listings accurate, and handle the hands-on work that keeps multi-location brands visible and well-reputed. As the Manager, you will lead that team and own the results: hitting SLAs, keeping client satisfaction high, and selling more managed services to our customers.

Key Responsibilities

Lead the team

• Hire, coach, and develop a team of specialists covering review response, social media, and listings management
• Run regular 1:1s, set clear goals, and build a culture of accountability and ownership
• Manage staffing, scheduling, and capacity so we can meet current and forecasted client demand

Deliver operational excellence

• Own SLAs for content turnaround, review response time, and listing update cycles, and report on performance consistently
• Build and run QA processes so every social post, review response, and listing update meets brand guidelines, accuracy standards, and compliance requirements
• Track client satisfaction scores and act on what they tell you
• Standardize and improve workflows and tooling so the team can scale without losing quality

Drive growth

• Carry a quota for managed services and achieve a 25% close rate
• Partner with Sales and Account Management to position and sell managed services to existing and new clients
• Track industry trends in social media, local SEO, reputation management, and customer experience, and recommend improvements to our service offerings

How We’ll Measure Success

• SLA attainment across all service lines
• Client satisfaction scores
• Quota attainment and a 25% close rate

Requirements

• 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, with the 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

Preferred

• 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