Teal

Manager

• Lead, mentor, and scale high-performing service teams to deliver a best-in-class client experience
• Drive performance metrics (SLAs, CSAT, NPS) to ensure operational excellence
• Serve as a key escalation point for critical service incidents and client-impacting issues
• Collaborate cross-functionally with IT, engineering, cybersecurity, customer success, finance, and vendors
• Use analytics to anticipate service needs and implement proactive improvements
• Standardize and improve service management processes and tools
• Ensure alignment between service delivery and organizational goals
• Champion a culture of accountability, innovation, and continuous improvement
• Report to the Vice President of Service and shape client experience across technical support, service operations, project services, and cybersecurity (in-office role)

Service Manager

Director

• Lead, mentor, and scale high-performing service teams to deliver a best-in-class client experience.
• Drive performance metrics (SLAs, CSAT, NPS) to ensure operational excellence.
• Serve as a key escalation point for critical service incidents and client-impacting issues.
• Collaborate cross-functionally with IT, engineering, cybersecurity, customer success, finance, and vendors.
• Use analytics to anticipate service needs and implement proactive improvements.
• Standardize and improve service management processes and tools.
• Ensure alignment between service delivery and organizational goals.
• Champion a culture of accountability, innovation, and continuous improvement.
• Report to the Vice President of Service and lead end-to-end service delivery function.

Service Manager

Director of Service