other
Posted Apr 22Manager, Technical Services
Columbus, United StatesOn-site
Responsibilities
- Lead, coach, and develop a team of Technical Services Engineers, setting clear expectations around technical quality, responsiveness, and client experience.
- Own the technical support and post-integration
- Drive proactive identification of recurring issues, operational bottlenecks, and technical risks, and lead initiatives to address them at scale.
- Establish, refine, and enforce processes, documentation, and best practices that improve efficiency, quality, and predictability.
- Monitor team capacity, ticket volumes, and performance metrics, and adjust resourcing or priorities as needed to meet business demands.
Requirements
- experience for clients, ensuring consistent delivery of high-quality outcomes.
- Bachelor’s degree in Computer Science, Engineering, Science, Mathematics, or a related discipline, or equivalent practical experience . •
- Experience in a technical, customer-facing role within a SaaS, digital marketing, or technology-driven environment, including people leadership responsibilities.
- Familiarity with affiliate marketing or the broader digital marketing ecosystem is strongly preferred.
- experience supporting and troubleshooting client integrations on SaaS platforms.
- Proficiency with web technologies such as HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related systems.
- Demonstrated ability to analyze logs, data, and system behavior to diagnose and resolve complex issues. •
- Experience leading teams in fast-paced, high-volume support or technical services environments.
- Clear, confident communication skills in English, with the ability to translate complex technical concepts for both technical and non-technical stakeholders in a calm, professional, and solution-oriented manner.
- A proactive, ownership-driven mindset, with the ability to anticipate problems, drive improvements, and lead through ambiguity.
- experience of the applicant along with the
Benefits
- Salary Range: $110,000 - $135,000 per year, plus additional 5% variable annual bonus contingent on Company performance and eligible to receive Restricted Stock Unit (RSU) grant. *This is the pay range the Company believes is equitable for this position at the time of this posting.
- Consistent with applicable law, compensation will be determined based on the skills, qualifications, and
- requirements of the position, and the Company reserves the right to modify this pay range at any time.
- Benefits and Perks:
- benefits package that supports your well-being, growth, and work-life balance.
- Medical, Dental, and Vision insurance
- Flexible spending accounts and 401(k)
- Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge.
- Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage.
- A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
- Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
- Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.
Contact
- impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey.
- From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships.
- As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most.
- Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.
- Your Role at impact.com:
- At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a
- impact.com is proud to be an equal-opportunity workplace.
Additional details
- Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform.
- As a Manager, Technical Services, you will lead and actively contribute to a high-performing team responsible for supporting clients across the full technical lifecycle, from integration through post-launch optimization and ongoing support.
- This is a highly hands-on role, requiring deep technical expertise alongside strong people leadership, operational rigor, a passion for client service, and a bias for action.
- You will work closely with Onboarding, Client Success, Product, Engineering, and other cross-functional partners to ensure technical issues are resolved efficiently, escalations are managed effectively, and system improvements are identified and driven forward.
- You will set the technical and operational bar for your team, while remaining directly involved in complex client issues, critical integrations, and high-impact initiatives that improve reliability, scalability, and the overall client experience. What You'll Do:
- Remain hands-on by actively engaging in complex integrations, escalations, and critical client issues as needed.
- Partner closely with Onboarding, Customer Success, Product, Engineering, and Solutions to align priorities, improve workflows, and close gaps across the client lifecycle.
- Take accountability for end-to-end issue management, including prioritization, root cause analysis, resolution, and stakeholder communication.
- Contribute to the development of tools, reporting, and internal enablement that improves troubleshooting and empowers partner teams. What You Bring:
- Strong organizational and prioritization skills, with attention to detail and a focus on execution and outcomes.