Job Description

Fulfillment Manager, AI Content Services
Chennai, India
About the Job:
The mission of the Fulfillment Manager, AI Content Services is to lead a high-performing team that delivers impactful, high-quality content to support small and medium-sized businesses (SMBs) in achieving their marketing goals. This role exists to ensure our Social and Long-form Content fulfillment meets or exceeds client expectations, delivering consistent value through operational excellence, process optimization, and talent development. As a mid-level people leader, you'll drive fulfillment innovation through AI adoption, coach team performance, and champion client success while collaborating across internal and external stakeholders. You'll also contribute to scaling outcomes globally through automation, improved efficiency, and client-centered strategy.
Your Impact:
Content Fulfillment Leadership:

• Lead the execution of content services that include Social, blogs, reviews, web copies and email marketing, ensuring alignment to service level expectations and client marketing goals.
• Ensure a high standard of content output in terms of quality, tone, branding, and platform-specific best practices.
• Measure and track the performance of the work completed by the team
• Address escalated customer issues and act as a leadership voice in complex or sensitive client engagements.
• Oversee daily workflow prioritization and fulfillment operations, monitoring completion rates and turnaround times.

Team Development & Coaching:

• Conduct regular 1:1s, providing timely coaching, feedback, and support for career development and goal setting.
• Build team capabilities in writing, content strategy, and customer empathy; support onboarding and peer learning programs.
• Foster a collaborative and accountable team culture anchored in Vendasta's values and leadership principles.

Process Optimization & AI Integration:

• Identify, test, and implement process improvements in content creation and QA workflows.
• Integrate AI tools into team workflows to drive automation, enhance creative output, and scale fulfillment efficiently.
• Build prompt templates and coach team members on effective AI usage; track efficiency and quality improvements driven by AI adoption.

Cross-functional Collaboration & Reporting:

• Analyze key performance metrics and translate insights into team strategy and improvements.
• Collaborate with global fulfillment partners to optimize resource allocation and align on content quality standards.
• Provide regular reporting on productivity, efficiency, and customer satisfaction; identify risks and operational blockers proactively.

Customer Experience & Platform Knowledge:

• Ensure all client content aligns with brand tone, target audience, and engagement goals.
• Partner with Product, Success, and Sales teams to stay current on social media trends and Vendasta platform updates (e.g., Social Marketing, Task Manager).
• Represent Content Services in cross-departmental initiatives, sharing learnings and opportunities to raise the bar.

What you bring to the table:

• 7+ years of experience in content services, digital marketing, or editorial operations, ideally within agency environments.
• Proven team leadership skills, including performance coaching, conflict resolution, and motivation.
• Strategic thinking with the ability to align team outputs to business goals and operational KPIs.
• Expertise in content development for social media, blogs, and other marketing channels.
• Strong understanding of branding, messaging, tone, and audience engagement best practices.
• Familiarity with digital marketing platforms and metrics.
• Working knowledge of process improvement methodologies (e.g., Lean, Six Sigma).
• Experience implementing AI tools into operational workflows; able to design, test, and scale prompt usage.
• Proficiency in performance analytics and reporting tools to drive continuous improvement.
• Excellent communication, presentation, and stakeholder management skills.
• Familiarity with project management and content tools (e.g., Vendasta Task Manager, CMS, scheduling platforms).
• Bachelor's degree in Communications, Marketing, English, or a related field preferred.
• Encourages and coaches AI usage across the team; champions experimentation and shared learnings.
• Identifies high-impact opportunities for AI implementation in content processes.
• Works with leadership and internal partners to track AI ROI and adoption metrics.
• Aligns team AI usage with ethical standards and Vendasta's automation strategy.

About Vendasta:
So what do we actually do? Vendasta is a SaaS company composed of a company of global brands including; MatchCraft, Yesware and Broadly, that builds and sells software and services to help small businesses operate more efficiently as a team, meet more client needs, and provide incredible client experiences. We have offices in Saskatoon, Saskatchewan, Boston and Boca Raton Florida and Chennai, India.
Perks:

• Benefits health insurance
• Stock options(as per policy)
• Paid time offs
• Training & Career Development: Professional development plans, leadership workshops, mentorship programs, and more!
• Free Snacks, hot beverages, and catered lunches on Fridays
• Culture - comprised of our core values: Drive, Innovation, Respect, and Agility
• Night Shift Premium
• Provident Fund