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

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'll lead an offshore delivery team to meet client SLAs while driving high levels of client satisfaction through continuous service improvement.

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:

Execute and oversee the overall daily and ongoing delivery of contracted managed services while ensuring service level standards are met
Maintain positive relationships with clients through the timely delivery of high-quality services.
Ensure that strong and consistent processes are in place for Managed Service engagements to follow
Lead/Participate in Service Reviews, or integrate service reviews into Customer QBRs, as required
Personally manage escalations from your direct reports, follow a methodical escalation process to execs and, drive issues to resolution
Lead the Offshore Managed Service Delivery team, ensuring processes and tasks are carried out efficiently and the teams are well supported
Build a pipeline of candidates and establish a rigorous interview process
Coach, develop, and performance manage your team
Ensure that the right metrics and reporting are in place to manage the business internally and externally
Lead, develop, and manage plans and strategies to improve performance, reporting, monitoring, risk management, reliability, and operational cost-effectiveness
Manage the resourcing and scheduling for the Managed Services team – ensuring the right people are on the right projects at the right time
Assess customer feedback and use your creativity to establish, improve, and refine services
Build partnerships and liaise with cross-functional team leaders to develop solutions, where needed
Proactively identify and pursue opportunities for managed services growth with a value-driven mindset, and working closely with the sales team to expand account value

You'll enjoy this role if you have:

3+ years of experience in managed services, program management, or relevant customer support roles within an e-commerce environment
Proven track record of managing and scaling managed services teams with strong financial accountability
Expertise in customer-facing roles, with a focus on account management and service delivery in e-commerce or syndication
Excellent project management skills, with the ability to manage multiple projects and cross-functional teams simultaneously.
Strong leadership skills with a proven ability to coach, mentor, and develop a high-performing team.
Exceptional communication and interpersonal skills, with the ability to collaborate with internal teams and external stakeholders
Experience in the e-commerce industry is essential

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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

$111,605—$131,300 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!

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Manager, Managed Services