Manager

• Lead and manage multiple Managed Services teams, ensuring consistent execution of deliverables across Business Listings, Social Publishing, and Social Engagement.
• Establish and evolve operational standards in partnership with leadership, ensuring they evolve to meet client and business needs, while monitoring performance metrics to maintain service quality and timely fulfillment.
• Oversee resolution frameworks and risk management for escalations for service delivery issues, coordinating with cross-functional teams to resolve customer and platform-related challenges quickly and effectively.
• Own long-term workforce capacity planning at both strategic and operational levels, including automation strategies, vendor/partner utilization, workload distribution, and resource allocation to ensure efficiency and scalability.
• Act as a senior operational leader partnering with Customer Success, Sales, Product, and Engineering to streamline workflows, address platform issues, optimize operational processes, and influence cross-functional priorities.
• Design and govern fulfillment processes to scale and are standardized, documented, and continuously improved to maintain accuracy and reduce errors.
• Conduct regular audits and reviews of service delivery outputs, identifying gaps and implementing corrective actions.
• Prepare and deliver reporting on service delivery outcomes, including productivity, accuracy, and client satisfaction metrics, to senior leadership.
• Build and lead a high-performing team (managers and team members), building a culture of accountability, quality, and continuous improvement.
• Lead organizational change initiatives to scale Managed Services globally, ensuring alignment with company strategy, and oversee operational readiness for new services or features to guarantee seamless delivery at scale.
• Additional duties as assigned.

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