Managed Services In Nyc Jobs in California (NOW HIRING)

Description:

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.

Requirements:

• Minimum of 5 years of experience in the same role
• Demonstrated experience in managing teams responsible for digital content, reputation management, or local listings/SEO.
• Proven track record of defining, measuring, and consistently achieving rigorous operational metrics, including SLAs and Quality Assurance targets.
• Strong analytical skills with the ability to use data to drive operational improvements and strategic decisions.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with relevant software platforms (e.g., social media management tools, reputation management platforms, local listing aggregators).

Preferred Qualifications

• Experience in a high-growth environment or SaaS company.
• A background in managing P&L or cost centers related to managed services.
• Experience in training and scaling teams rapidly while maintaining quality.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our prayers sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!