Manager, Reputation and Consumer Insights

Responsibilities

• Lead the organization’s reputation management program across owned, earned, and shared platforms, including ratings, reviews, consumer feedback, and online sentiment.
• Oversee reputation management systems, tools, workflows, response standards, and escalation protocols.
• Analyze ratings, reviews, surveys, social listening, and consumer research to identify trends, risks, and opportunities.
• Translate quantitative and qualitative findings into actionable recommendations that strengthen brand trust, consumer experience, and business performance.
• Develop dashboards and executive-ready reporting on reputation performance, consumer sentiment, and emerging themes.
• Manage relationships with reputation management, research, analytics, and technology partners, ensuring high-quality deliverables, strategic insights, and measurable results.
• Partner with HR, Clinician Services, Customer Care, the Enterprise Contact Center, Business Development, Communications, Operations, Compliance, and other stakeholders to address reputation and consumer-experience opportunities.
• Lead cross-functional initiatives through influence, establishing shared accountability for reputation outcomes and consumer-experience improvements.
• Provide insights to the Director of Brand Strategy & Partnerships that inform brand strategy, positioning, messaging, governance, creative development, and audience priorities.
• Identify gaps between the intended brand experience and actual consumer perceptions, recommending actions to strengthen awareness, trust, preference, and consistency.

Requirements

• Bachelor’s degree in marketing, communications, market research, consumer insights, business, analytics, social sciences, or a related field.
• 5+ years of progressive experience in reputation management, consumer insights, market research, customer experience, brand strategy, communications, or a related discipline.
• Demonstrated experience managing ratings and reviews, online reputation, social listening, consumer feedback, or voice-of-the-customer programs.
• Experience analyzing quantitative and qualitative data and translating findings into clear business recommendations.
• Proven experience managing external agencies, research partners, vendors, or technology platforms.
• Exceptional written, verbal, and presentation communication skills, including the ability to communicate complex or sensitive findings to executive and cross-functional audiences.
• Demonstrated ability to lead cross-functional initiatives, build alignment, and influence stakeholders without direct authority.
• Strong project management, critical-thinking, organizational, and problem-solving skills.
• Ability to manage multiple priorities and operate effectively within a complex, highly matrixed organization.
• Qualified candidates must be legally authorized to be employed in the United States

Preferred

• Experience in healthcare, behavioral health, consumer health, or another highly regulated and reputation-sensitive industry.
• Knowledge of healthcare consumer journeys and the factors that influence trust, access, provider selection, satisfaction, and loyalty.
• Familiarity with reputation management, social listening, survey, research, and data-visualization platforms.
• Experience with brand tracking, segmentation, persona development, journey mapping, message testing, or customer-experience research.
• Understanding of research methodologies, including survey design, qualitative research, sentiment analysis, and competitive benchmarking.
• Knowledge of privacy, compliance, and response considerations associated with consumer reviews and feedback in healthcare.
• Strong business acumen and understanding of how reputation and consumer experience influence growth, retention, referrals, recruiting, and partnerships.

Benefits

• medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• 401k retirement savings with employer match
• paid parental leave
• paid time off
• holiday pay
• Employee Assistance Program