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.
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 is where our Campaign Management Services customers experience the full value of our platform. We plan, build, and run their marketing campaigns for them. The Services Team functions as an internal agency, and it's one of the biggest drivers of customer retention and growth at Feathr.
We're looking for a Senior Manager to lead this team through its next stage of growth. You'll manage a team of 10 Campaign Managers and Strategists, coach them into confident, consultative client partners, and build the systems that let this team scale without losing quality. A key part of this role is systems building. You'll own process buildout and team enablement as we roll out new processes and tools, making sure change actually sticks.
You'll report into Services leadership and have a direct hand in shaping how Feathr delivers on its most important customer promise.
This is a high-visibility role for someone who wants to own both the people side of management and the operational strategy behind a growing service line.
WHAT YOU BRING
- 4+ years of people management experience, ideally managing a team of 8+ individual contributors
- 2+ years in a customer-facing service delivery role, like account management, client services, campaign/project management, or technical support/escalations
- Direct experience owning customer escalations and risk/de-escalation, including authority to approve concessions or exceptions
- Demonstrated experience designing a process or system AND leading its rollout/adoption across a team
- Comfort with marketing technology platforms and ability to troubleshoot and translate technical concepts for non-technical audiences
- Nice to Have
- Marketing agency experience managing campaigns or accounts on behalf of clients
- Experience in adjacent verticals (nonprofit, higher ed, associations)
- Experience managing managers, or building out a team-lead layer as a team scales
- SaaS experience
YOUR QUALITIES
- Strategic & systems-minded: You see the pattern behind a one-off problem and build something scalable instead of solving it once
- A genuine coach: You develop people through specific, real-time feedback, not just annual reviews, and you take real satisfaction in someone else's growth
- A situationally aware communicator: You read the room and adapt how you deliver a message so it actually lands; you pair candor with empathy, and you listen as much as you talk, especially in tense or sensitive conversations
- Operationally rigorous: You design workflows and hold a team to them, and you notice when a process is quietly breaking down before it becomes a crisis
- Sound judgment under pressure: You can read a tense customer situation, weigh business impact against customer experience, and make a call you can defend
- A change leader: You know that rolling out a new system is 20% design and 80% getting people to actually adopt it, and you plan accordingly
- Cross-functionally credible: You build trust with peers and leaders outside your own team and can advocate for your team's priorities without just insisting on them
- Data-informed: You use performance metrics to guide decisions, not just to report on them after the fact
- Steady in ambiguity: You're comfortable in a fast-growing, frequently-changing environment and can bring clarity to your team even when you don't have all the answers yourself
WHAT YOU'LL DO
Lead and develop the team
- Directly manage up to 15 Campaign Managers and Strategists (currently 10) owning performance, engagement, and career growth
- Run twice-yearly performance evaluations and lead development plans (including PIPs when needed)
- Coach team members on objection handling, risk management, and confident client conversations, using regular call/email reviews to give specific, actionable feedback
- Support hiring, onboarding, and training as the team scales
Own operational excellence
- Set and drive key performance metrics for the team
- Design workflows and systems that catch inefficiencies early and improve delivery, efficiency, and retention
- Build team structures, training plans, and capacity models that scale with growth
Drive systems building and rollout
- Serve as a key contributor to systems building for Managed Services, from process buildout through team enablement
- Lead the rollout of new processes and systems, translating changes into training and enablement plans that get the team adopting quickly and confidently
- Partner with cross-functional teams (Product, Customer Success, other Services leaders) to pilot new tools and workflows before scaling them across the team
Be the escalation point
- Manage customer escalations directly, including approving special offers or concessions where it makes business sense
- Serve as a technical go-to for the team, including troubleshooting platform issues and translating technical concepts for customers and teammates alike
Represent Managed Services beyond the team
- Partner cross-functionally with other Services leaders to drive shared initiatives
- Represent Managed Services in strategic planning and goal-setting conversations
- Act as an internal and external expert on marketing best practices and campaign effectiveness
COMPENSATION:
Starting salary for this position is $90,000 with the potential to earn 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:
As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.
HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 20-30 minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.
Hiring Manager Interview- 45 minute virtual meeting with to answer role-specific questions and dive deeper into your background and experience.
Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. You are given ample amount of time to complete this project before turning in.
Panel Interview - 1 hour interview with two to three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position. You will also utilize this time to review any questions related to your work assignment.
Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss.
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 & Perks for full-time employees
We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.
- Fully remote
- Full vision, dental, and ~99% health insurance for employees
- Sick time off
- Vacation time off
- Extended Wintr Break
- Parental Leave
- Wellness Reimbursement Credit
- Home Office Stipend
- Professional Development Budget
- Team hangouts and events
Culture:
Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.
- Practicality: Progress Over Perfection
- Ambition: When Feathr wins, We all win
- Candor: Better communication, Better results
- Trust: Assume the best, Share openly
- Service: We exist to fix
This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.
Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.