Review Management Manager

📋 Description

• Supervise 24/7 monitoring of client Google Business Profiles for incoming reviews, policy infractions, and reputation threats.

• Create and uphold standardized response frameworks for both positive and negative feedback.

• Guarantee that all client reviews receive prompt, professional attention consistent with each brand's voice and guidelines.

• Manage the complete dispute process for reviews that breach Google's policies, such as low-quality content, profanity, harmful material, bullying/harassment, discrimination, hate speech, and personal information exposure.

• Develop and enhance internal best practices for flagging and escalating disputes through Google's formal complaint avenues.

• Monitor dispute results and keep comprehensive records of all flagged reviews, star ratings, dispute submissions, and removals.

• Remain updated on Google's changing review policies and platform guidelines to optimize dispute success rates.

• Oversee and improve Incline's customer survey and review routing tools to encourage satisfied customers to submit high-star reviews.

• Work in conjunction with Client Success Teams to uncover opportunities to enhance review volume and average ratings.

• Utilize AI-powered tools to analyze client review data, detect recurring themes, and produce actionable insights.

• Provide regular reports to clients and internal stakeholders detailing flagged reviews, dispute outcomes, removals, and overall sentiment trends.

• Transform data findings into actionable recommendations that assist clients in enhancing customer experience and service delivery.

• Lead a team of dispute specialists and review coordinators to proactively deliver high-quality services and outcomes.

• Assess staffing needs to expand the program, ensuring efficient scalability.

• Create scalable workflows, SOPs, and quality benchmarks for the in-house review management function.

• Act as the internal subject matter expert on review management platforms, tools, and best practices for Google Business Profile.

⛳️ Requirements

• 3–5 years of practical experience in online (Google) review management, reputation management, or a closely related digital marketing field.

• Proven experience supervising a team of at least three individuals in a remote working setting.

• Demonstrated expertise in disputing Google Business Profile reviews, along with a solid understanding of Google's review policies and formal dispute/complaint procedures.

• Strong history of successfully advocating for review removals through Google's platform and escalation processes.

• Excellent analytical abilities with experience utilizing reporting tools.

• Outstanding written communication skills with the capability to craft professional, brand-appropriate responses for a variety of client sectors.

• Highly organized with the capacity to manage multiple client accounts simultaneously in a fast-paced environment.

• Prior experience with a third-party review management platform (preferred).

• Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management (preferred).

• Background in digital marketing agency operations or client-facing account management (preferred).

• Experience in building or managing a team within a marketing operations function (preferred).

🏝️ Benefits

• HMO coverage starting on Day 1

• Paid time offs

• Training, career growth, and global exposure

• A collaborative and supportive team culture