Manager, Managed Services at Salsify in Boston, MA

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market. Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf. At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. About the Opportunity About the Opportunity As the Manager of Managed Services Delivery, you will lead the team responsible for delivering successful syndication and related managed services to our brand customers. This role focuses on building and scaling managed service delivery, ensuring client success through content syndication, product data management, Salsify administration, and other essential managed services. You will also play an active role in evolving and shaping managed service offerings as Salsify’s product capabilities expand, including increased use of AI-driven workflows and automation. You'll lead an US and offshore delivery team to meet client SLAs while driving high levels of client satisfaction through continuous service improvement in a fast-changing product and market environment. Success in this role requires excellent organizational, people management, and communication skills, as well as a commitment to optimizing processes and ensuring consistent client satisfaction. You will work closely with internal cross-functional teams, fostering partnerships that drive better service outcomes for our clients. Your ability to lead offshore teams, develop talent, and ensure services meet quality and performance metrics are key. Success in this role also depends on your creativity and problem-solving skills, along with your ability to collaborate across departments to enhance service offerings and resolve issues. The Manager of Managed Services Delivery reports directly to the VP, Customer Success and Services. How You'll Make an Impact: Own and oversee day-to-day delivery of contracted managed services, ensuring SLAs, quality standards, and customer outcomes are consistently met. Maintain strong client relationships through reliable, high-quality service delivery, including participation in service reviews and customer QBRs as needed. Establish, standardize, and continuously improve processes for Managed Services engagements to ensure consistency, scalability, and efficiency. Lead the offshore Managed Services delivery team, ensuring teams are well supported, work is executed efficiently, and issues are addressed quickly. Personally manage escalations from direct reports, following a clear escalation path to executives and driving issues through to resolution. Coach, develop, and performance-manage team members, including building a candidate pipeline and running a rigorous hiring and interview process. Ensure the right metrics, dashboards, and reporting are in place to manage performance, risk, reliability, and cost-effectiveness internally and externally. Manage resourcing and scheduling to ensure the right skills are aligned to the right work at the right time. Assess customer feedback and operational data to refine services, improve delivery models, and drive continuous improvement. Partner closely with cross-functional leaders (Sales, CS, Product, and Operations) to resolve issues, improve service delivery, and develop new solutions. Proactively identify and support managed services growth opportunities with a value-driven mindset, working closely with Sales to expand account value. You'll enjoy this role if you have: 4–5+ years of relevant experience in managed services, program management, or customer-facing delivery roles within an e-commerce or SaaS environment, including demonstrated ownership of service delivery and outcomer. A proven track record of building, managing, and scaling managed services or delivery teams, with strong operational and financial accountability. Deep experience in customer-facing roles, including service delivery, account stewardship, and executive-level communication. Strong project and program management skills, with the ability to manage multiple workstreams and cross-functional dependencies simultaneously. Demonstrated people leadership capabilities, including coaching, mentoring, performance management, and hiring for distributed or offshore teams. Exceptional communication and stakeholder management skills, with the ability to collaborate effectively across internal teams and with external partners. Experience operating in environments with defined SLAs, performance metrics, utilization targets, and continuous improvement expectations. Comfort partnering with Sales and Customer Success to support growth, scope expansion, and renewal conversations without owning a quota. Experience in the e-commerce industry is essential. Direct experience using the Salsify platform is strongly preferred. #LI-IA1 #LI-Remote At Salsify, we maintain 3 core principles as part of our Compensation Philosophy: We pay market rates, which are competitive and equitable We pay based on performance and proficiency, not tenure We adjust proactively; when the market moves, we do too The posted compensation range reflects the base salary for this position. In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive. All Salsify employees receive equity in the form of stock options. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, flexible spending accounts, flexible PTO, and more. Offers to join Salsify are based on a few criteria, including the scope of the role, the candidate’s work experience, targeted skills, internal equity of the team, and external market data. US National Pay Range $111.60—$131.30 USD Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you! A member of Talent 'talent@salsify.com' will be reaching out about next steps if we would like to move forward. Salsify’s mission is to empower brand manufacturers to win on the digital shelf. Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards. We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you! As part of the hiring process, we may be conducting reference checks with your provided contacts. Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application. An Inclusive Place To Work Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Accommodations Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com. We take your security seriously. When applying for a position with us, please be aware of the following: Official Communication Channels All legitimate communications from our team, including interview requests and job offers, will only come from an email address ending in @salsify.com. We will never use generic email addresses (like Gmail or Yahoo) or ask you to communicate through unofficial channels. Verify Job Postings Always verify the legitimacy of any Salsify job posting by checking our official website's careers page. If a position is not listed there, it is not a genuine Salsify opening. Secure Application Process We use secure applicant tracking systems and encrypted communication channels to protect your sensitive information and documents throughout the application process. No Payments Ever Required Legitimate employers, including Salsify, will never ask for upfront payments for applications, training, or equipment. Any request for payment is a clear sign of a scam. Personal Information Requests Sensitive personal information, such as bank details or social security numbers, will only be requested after a formal job offer has been made and exclusively through secure, verified channels.By being aware of these protocols, you can help us ensure a safe and secure application experience.