Manager, managed services

About the Role

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