Manager, Reputation and Consumer Insights

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the organization’s program for managing its reputation across owned, earned, and shared platforms.

• Supervise systems, tools, workflows, response standards, and escalation protocols related to reputation management.

• Evaluate ratings, reviews, surveys, social listening, and consumer research to pinpoint trends, risks, and opportunities.

• Convert quantitative and qualitative insights into actionable recommendations to enhance brand trust, consumer experience, and overall business performance.

• Create dashboards and executive-ready reports on reputation performance, consumer sentiment, and emerging themes.

• Oversee reputation management, research, analytics, and collaborations with technology partners.

• Collaborate with HR, Clinician Services, Customer Care, the Enterprise Contact Center, Business Development, Communications, Operations, Compliance, and other stakeholders.

• Drive cross-functional initiatives by influencing and establishing shared accountability for reputation outcomes and improvements in consumer experience.

• Provide insights to the Director of Brand Strategy & Partnerships to guide brand strategy, positioning, messaging, governance, creative development, and audience priorities.

• Identify discrepancies between the intended brand experience and actual consumer perceptions and suggest actions to enhance awareness, trust, preference, and consistency.

• Support team members, the mission, and various organizational projects and initiatives as required.

⛳️ Requirements

• Bachelor’s degree in marketing, communications, market research, consumer insights, business, analytics, social sciences, or a related area.

• 5+ years of progressive experience in reputation management, consumer insights, market research, customer experience, brand strategy, communications, or a related field.

• Proven experience in managing ratings and reviews, online reputation, social listening, consumer feedback, or voice-of-the-customer programs.

• Skilled in analyzing quantitative and qualitative data and translating findings into clear business recommendations.

• Demonstrated experience in managing external agencies, research partners, vendors, or technology platforms.

• Outstanding written, verbal, and presentation communication skills, including the ability to convey complex or sensitive findings to executive and cross-functional audiences.

• Capable of leading cross-functional initiatives, fostering alignment, and influencing stakeholders without direct authority.

• Strong project management, critical-thinking, organizational, and problem-solving abilities.

• Ability to manage multiple priorities and effectively navigate within a complex, highly matrixed organization.

• Legally authorized to work in the United States.

• Demonstrates awareness, inclusivity, sensitivity, humility, and experience working with individuals from diverse backgrounds.

• Preferred: Experience in healthcare, behavioral health, consumer health, or another highly regulated and reputation-sensitive industry.

• Preferred: Knowledge of healthcare consumer journeys and factors influencing trust, access, provider selection, satisfaction, and loyalty.

• Preferred: Familiarity with reputation management, social listening, survey, research, and data-visualization platforms.

• Preferred: Experience with brand tracking, segmentation, persona development, journey mapping, message testing, or customer-experience research.

• Preferred: Understanding of research methodologies, including survey design, qualitative research, sentiment analysis, and competitive benchmarking.

• Preferred: Knowledge of privacy, compliance, and response considerations related to consumer reviews and feedback in healthcare.

• Preferred: Strong business acumen and understanding of how reputation and consumer experience impact growth, retention, referrals, recruiting, and partnerships.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• AD&D insurance

• Short- and long-term disability insurance

• Life insurance

• 401k retirement savings with employer match

• Paid parental leave

• Paid time off

• Holiday pay

• Employee Assistance Program