Manager, Platform Services

2 дн. назад

121k–145k USD / годСШАLead

platform managementteam managemententerprise saasdata operations

Lead and grow the Platform Services team, managing platform operations specialists, serving as senior point of contact for enterprise customers, and bridging Services and Product for a creator/influencer marketing SaaS platform.

О компании

is enterprise infrastructure for creator marketing, trusted by more than 1,300 of the world's leading brands and agencies, including Beiersdorf, Delta Air Lines, Dentsu, Google, Nestlé, and Wella. Powered by the Creator Graph®, 's proprietary AI and intelligence foundation grounded in over 11 years of data, it’s built for teams, agents, and the entire enterprise tech stack. With headquarters in Los Angeles and offices in Austin, London, Manila, New York, San Francisco, and Warsaw, ’s global team moves quickly and deliberately because we're setting the pace for an industry that's still being defined.
Learn more at and follow us on LinkedIn and Instagram.
At , different perspectives make our work better. The people we hire come from different backgrounds and think in different ways — and that's exactly what helps us connect with each other, and with the customers and creators we serve.We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, and being a good human, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry.

Обязанности

People Leadership: Directly manage, coach, and develop a team of Platform Operations specialists across the U.S. and EMEA. Set clear goals, run regular 1:1s and performance conversations, and build development paths aligned to the Platform Services career ladder.
Enterprise Customer Ownership: Serve as the senior U.S.-based point of contact for Platform Services customers, leading kickoffs, working sessions, and escalations, and building trusted relationships with brand-side platform owners and their teams.
Delivery Quality: Own the quality, consistency, and timeliness of everything the team delivers, including platform governance, account and workspace configuration, bulk list imports and exports, data clean-up, and data integrity work. Review work before it reaches customers.
Escalation Management: Act as the first escalation point for Platform Services issues, resolving customer concerns quickly and partnering with Customer Success, Support, and Product when an issue extends beyond Services.
Services-to-Product Feedback Loop: Own the bridge between Services and Product. Work directly with our Product team to turn recurring platform friction, workarounds, and customer requests into structured, prioritized feedback, and keep a clear record of what was shared and how it was addressed.
Product Partnership: Partner with Product on how Services-built solutions and core platform capabilities fit together, bring real customer context into product conversations, and make sure the team and our customers are ready to adopt new platform releases.
Scoping: Partner with the Director, Platform Services to scope Platform Services engagements, including data migrations, environment consolidations, account restructures, and ongoing support packages, and flag out-of-scope requests early.
Standardized Service Packages: Turn repeat customer requests into well-defined Platform Services offerings, such as governance, onboarding, training, and ongoing platform management packages, with clear scope and SLAs that Sales and Customer Success can position confidently.
Playbooks & Process: Build and maintain playbooks, templates, QA checklists, and SLAs so delivery is repeatable across regions and new team members ramp quickly.
Enablement & Adoption: Partner with Customer Success and Enablement to deliver platform training and drive adoption, so customers build lasting internal capability on .
Deal Support: Support new business pitches, RFPs, renewals, and expansions where Platform Services is part of the deal, clarifying what's in and out of scope.
Cross-Functional Collaboration: Partner closely with Strategic Intelligence, Influencer Marketing Services, Customer Success, Customer Experience, and Product to keep handoffs clean on engagements that span multiple teams.

Требования

6+ years in platform operations, professional services, implementation, or technical account management within an enterprise SaaS environment, including at least 2 years managing people.
Deep, hands-on platform expertise. You're comfortable configuring complex enterprise software, managing large datasets and bulk data operations, and troubleshooting data integrity issues.
Proven experience working directly with Product teams, translating customer and field feedback into clear, prioritized product input and following it through to resolution.
Experience leading a distributed team across time zones, with a track record of developing people and growing their ownership.
Strong customer-facing presence with enterprise stakeholders. You stay calm and solutions-oriented in escalations and can deliver hard news clearly.
Experience building processes, playbooks, QA standards, or standardized service offerings that make delivery repeatable.
Strong data literacy, including advanced Excel or Google Sheets skills and comfort working with data structures, imports, and exports.
Excellent communication skills, with the ability to translate technical platform detail into clear business terms for practitioner, product, and executive audiences.
Bachelor's degree or equivalent experience.

Будет плюсом

Experience scoping professional services engagements, including defining requirements, effort, and deliverables, is a strong plus.
Direct experience with the platform or comparable creator/influencer marketing, social, or marketing technology platforms.
Experience leading data migrations, environment consolidations, or large-scale account restructures.
Familiarity with SQL, APIs, or data tooling.
Experience designing productized services or packages with defined scope and SLAs.
Experience supporting global consumer brands across multiple markets.
Confidence can sometimes hold us back from applying for a job. But there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Interested about what we do at ? Please apply!

Условия

We know that benefits play a significant role in your overall compensation. We invite you to review our benefits and perks .

Другое

Location: Chicago, IL (preferred) or U.S. East Coast
Reports To: Director, Platform Services
's Platform Services team helps the world's largest brands get full value from the platform. The team runs platform governance, data integrity, account and workspace configuration, bulk data operations, and hands-on operational support for enterprise customers, and partners closely with our Strategic Intelligence and Influencer Marketing Services teams so the data behind every creator program is clean, well structured, and ready to report on.
is looking for a Manager, Platform Services to lead and grow this team. You'll manage a team of Platform Operations specialists across the U.S. and Europe, serve as the senior U.S.-based point of contact for enterprise customers on platform onboarding, working sessions, and escalations, and own the quality and consistency of everything the team delivers.
You'll also own the bridge between Services and Product. Working directly with our Product team, you'll turn what Platform Services learns on the ground into clear, prioritized product feedback, help the team and our customers get ready for new platform capabilities, and turn repeat customer needs into standardized, sellable service packages.
The ideal candidate pairs deep, hands-on expertise with enterprise SaaS platforms, ideally in creator/influencer marketing or adjacent marketing technology, with proven people leadership and a track record of partnering closely with Product teams. Experience scoping professional services engagements is a strong plus.
People: work with talented, collaborative, and friendly people who love what they do.
Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.
Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
Whole Health Package: medical, dental, vision, life, disability insurance, and more.
Savings: a 401k (USA) plan to help you plan ahead.
Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and note taking during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Global Candidate Privacy Notice .