About the RoleOur 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 ResponsibilitiesLead 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
