Manager of Managed Services

The role

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.

What you bring

• 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-have

• Digital marketing agency experience managing client campaigns

• Background in our customer verticals (e.g. non-profits, higher education, or associations)

Your qualities

• Strategic & Systems-Minded: Fix root causes, not just symptoms, building scalable processes for recurring challenges

• Empathetic Coach: Derive satisfaction from growing talent through consistent, constructive, real-time feedback

• Change Agent: Understand that successful system rollouts are 20% design and 80% change management

• Operationally Rigorous: Naturally monitor workflow health and catch breakdowns before they impact clients

• Steady Under Pressure: Remain calm and clear-headed in ambiguous or high-tension client situations

What you'll do

People leadership & team development

• 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

Systems building & operational excellence

• Architect, document, and launch new operational workflows, ensuring high team adoption and minimal disruption

• Establish 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

Client escalations & technical support

• 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

Compensation

• Starting salary: $90,000

• Bonus potential: up to $15,000

Location

• Remote (U.S.-based candidates)

• Team primarily located in Eastern/Central time zones

• Headquarters in Gainesville, FL

Interview process

We believe in a fair, consistent, and equitable hiring process. Every stage uses standardized rubrics to evaluate candidates objectively.

• HR Info Screen (20–30 mins): Virtual chat with Talent Acquisition covering background, role details, and compensation

• Hiring Manager Interview (45 mins): Deep dive into leadership, operational experience, and background with the hiring manager

• Work Assignment: Practical exercise reflecting actual role responsibilities (completed on your own time)

• Panel Interview (60 mins): Meeting with 2–3 stakeholders to discuss technical depth, leadership approach, and present your work assignment

• Offer: Formal presentation of offer details

Interviewing at Feathr: Access our candidate resource for insights, tips, and preparation guidance.

Benefits & perks

• Fully remote

• Full vision, dental, and ~99% health insurance for employees

• Sick time off

• Vacation time off

• Extended Winter Break

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events

Culture

Feathr defines culture as the secret sauce that makes our flock members want to come to work every day and do their best work.

Our values (PACTs):

• Practicality: Progress Over Perfection

• Ambition: When Feathr wins, We all win

• Candor: Better communication, Better results

• Trust: Assume the best, Share openly

• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges; the most important quality is a commitment to work through those challenges with self-awareness and honesty.