MANAGER, PLATFORM SERVICES
Location: Chicago, IL (preferred) or U.S. East Coast
Reports To: Director, Platform Services
CreatorIQ's Platform Services team helps the world's largest brands get full value from the CreatorIQ 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.
CreatorIQ 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.
Key Responsibilities
- 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…