Manager of Managed Services

About this role

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits https://www.feathr.co/resources/casestudies?utm_campaign=%5Bmkt%5D%20EOY%20Demo%20Ask%20-%20Leaders&utm_source=hs_email&utm_medium=email&_hsenc=p2ANqtz-928haKbQMIyW89zGlEFOw-7E9gJTQGWZIrNLgVwsbp71z1TlfUphLrKYhj-JAC8UQPRXla, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

TEAM MANAGER OF MANAGED SERVICES

Compensation: $90,000 base, and a bonus potential of up to $15,000

Benefits: Fully remote, Health/dental/vision insurance, Company Holidays + Winter Break, Paid vacation + sick time off

Location: Remote (US)

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: You fix root causes, not just symptoms, building scalable processes for recurring challenges.

- Empathetic Coach: You derive real satisfaction from growing talent through consistent, constructive, real-time feedback.

- Change Agent: You understand that successful system rollouts are 20% design and 80% change management.

- Operationally Rigorous: You naturally monitor workflow health and catch breakdowns before they impact clients.

- Steady Under Pressure: You 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 key performance indicators (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 for this position is $90,000 with the potential to earn up to an additional $15,000 bonus.

LOCATION:

This position is Remote to candidates located in the U.S. Most of the team is located in Eastern/Central timezone. We also have our 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.

1. HR Info Screen (20–30 mins): Virtual chat with our Talent Acquisition team covering your background, role details, and compensation.

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

3. Work Assignment: A practical exercise reflecting actual role responsibilities (completed on your own time).

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

5. Offer: Formal presentation of the offer details.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here https://sites.google.com/feathrapp.com/candidate-preparedness-site/home.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Benefits & Pe

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