Responsibilities

• Digital Profiles and Reputation Management Program Strategy and Ownership – 40% - Develop and lead UW Medicine’s enterprise online reputation management strategy across provider, hospital, and clinic location listings and profiles. - Create scalable strategies and campaigns that encourage positive patient reviews and engagement while aligning with organizational policies. - Establish governance and workflows for data intake, profile creation, claiming, optimization, duplicate suppression, exception management, escalation, lifecycle management, and routine quality assurance. - Oversee profile health and data-feed quality across Yext and downstream platforms; partner with internal teams and vendors to resolve sensitive reputation concerns, mapping issues, synchronization errors, policy violations, and other escalated risks. Local Search & Platform Optimization Strategy – 20% - Develop strategies to improve local search visibility and profile performance across search engines, maps, and healthcare directories. - Ensure team members utilize and implement SEO/GEO best practices, profile enhancements, and platform-specific features. - Stay current on platform updates, emerging trends, algorithm changes, and evolving best practices related to local search, digital discoverability, and online reputation management. - Evaluate and implement new tools, technologies, and platform capabilities that improve operational efficiency, visibility, engagement, or reporting. Analytics & Reporting – 20% - Develop dashboards and reporting frameworks measuring data feed quality, profile health and completeness, review trends, local search visibility, engagement, and conversion-related actions. - Analyze performance data and customer sentiment trends to identify actionable insights and opportunities for improvement. - Prepare recurring executive and operational reporting demonstrating program performance, reputation trends, patient engagement, and business impact. - Translate analytics and customer feedback into strategic recommendations supporting digital strategy, patient access, customer experience, and operational improvement initiatives. Cross-Functional Collaboration – 10% - Partner closely with patient experience, ambulatory operations, provider data management, access, digital strategy, web, and marketing teams to ensure alignment across enterprise digital presence initiatives. - Collaborate with internal stakeholders to improve processes supporting provider and location data accuracy across third-party ecosystems. - Support integration and governance efforts between centralized provider and location data sources, profile management platforms, reputation management systems, analytics tools, and downstream third-party platforms. - Serve as a subject matter expert and strategic advisor on healthcare profiles, reputation management, and digital discoverability best practices. Team Leadership & Vendor Management – 10% - Provide day-to-day leadership, prioritization, and operational oversight for one FTE and external vendor partners supporting profile management and reputation monitoring activities. - Establish team priorities, workflows, service standards, and quality assurance processes supporting enterprise profile management operations. - Foster a culture of continuous improvement, operational excellence, collaboration, and customer-centered problem solving.

Requirements

• Bachelor’s degree in marketing, communications, business, healthcare administration, or a related field.
• Five years of experience managing business listings, local search optimization, online reputation management, digital operations, or related digital marketing programs.

Preferred

• Experience managing Google Business Profiles at enterprise scale.
• Experience working within academic healthcare systems or complex multi-site healthcare organizations.
• Familiarity with provider directory ecosystems, provider-location relationships, and healthcare access workflows.
• Experience leading vendor relationships and platform implementations.
• Experience working with healthcare provider data, location data, patient experience initiatives, or regulated customer feedback environments.

Benefits

• Benefits Other Compensation: For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/