Manager, Managed Services

About Birdeye

Birdeye is the leading agentic marketing platform for multi-location brands.

Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions.

Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands.

About the Role

We are seeking an experienced and results-oriented Managed Services Leader to oversee our critical client-facing services team. This role is responsible for the operational excellence and strategic direction of the team managing social media content creation, online review response management, and local business listing consistency across all client platforms. The successful candidate must possess a strong focus on tight execution, meeting stringent Service Level Agreements (SLAs), maintaining high-quality standards, and driving significant attach rates for managed service offerings.

Key Responsibilities

Team Leadership and Management

• Lead, mentor, and manage a team of specialists dedicated to social media management, review response, and listings management.
• Set clear performance goals, conduct regular 1:1s, and facilitate professional development to foster a high-performing, engaged, and accountable team culture.
• Manage staffing levels, scheduling, and resource allocation to meet current and projected client demand.

Operational Excellence and Execution

• SLA Management: Define, monitor, and enforce strict adherence to Service Level Agreements (SLAs) for content turnaround times, review response speed, and listing update cycles. Implement and manage reporting mechanisms to track SLA performance rigorously.
• Quality Control: Establish robust Quality Assurance (QA) processes to ensure all delivered content (social posts, review responses, listings data) meets brand guidelines, accuracy requirements, and regulatory compliance. Drive continuous improvement in quality metrics.
• Process Optimization: Standardize and continually refine workflows, tools, and best practices to maximize efficiency, scalability, and consistency across all service lines.

Strategic and Business Growth

• Attach Rate: Develop and execute strategies to significantly increase the "attach rate" (adoption) of managed services among our existing and new client base. Work closely with Sales and Account Management to position and sell these services effectively.
• Service Evolution: Stay current with industry trends in social media, local SEO, reputation management, and customer experience. Recommend and implement enhancements or expansions to the current service offerings to maintain a competitive advantage.