Responsibilities

• Drive the digital reputation management strategy for the EmblemHealth enterprise, including monitoring, responding to, and reporting on reviews across online business profiles, app stores, and other relevant platforms.
• Develop and maintain governance, workflows, response templates, escalation procedures for online review management, partnering closely with Customer Experience, Customer Service, Communications, Compliance, Legal, and other stakeholders.
• Serve as the primary business point of contact for digital presence management platforms, ensuring accurate, consistent, and optimized brand information across listings, directories, maps, local search experiences, and other digital discovery channels.
• Manage and enhance the digital footprint of the EmblemHealth brands across authoritative third-party platforms, including Wikipedia, Wikidata, Crunchbase, Google Knowledge Panels, and other emerging digital and AI-driven information sources.
• Partner with Creative, User Experience, Marketing, Brand, and Communications teams to identify content opportunities, content gaps, and optimization strategies, providing recommendations on page structure, information architecture, headings, FAQs, schema, and customer-focused content that improve discoverability, engagement, reputation, and business outcomes.
• Monitor search, AI, competitive, and industry trends to identify opportunities that strengthen brand visibility, authority, and recommendation within search engines, AI-powered experiences, and third-party digital platforms.
• Serve as the organization's subject matter expert and strategic advisor on digital reputation, online presence, AI visibility, brand authority, and emerging trends that influence how EmblemHealth brands are discovered, perceived, and recommended online.
• Develop and maintain leadership dashboards, scorecards, and performance reporting related to brand reputation, digital visibility, local presence, customer sentiment, and digital authority.
• Manage relationships with reputation management, listings management, search visibility, and digital presence vendors, driving platform optimization and strategic roadmap planning.

Requirements

• Bachelor's degree in Marketing, Communications, Digital Marketing, Public Relations, Business, Journalism, Information Management.
• 4 – 6+ years of experience in digital marketing, digital strategy, SEO, local search, reputation management, content strategy, brand management, or a related discipline (Required)
• Experience managing online reviews and digital reputation across platforms such as Google Business Profile, Apple App Store, Google Play, or other review and ratings platforms (Required)
• Experience managing local listings, business directories, and location-based digital platforms, including Google Business Profile and similar solutions (Required)
• Experience developing and implementing cross-functional governance models, operational processes, standards, and workflows (Required)
• Experience partnering with content creators, marketers, UX professionals, and business stakeholders to develop content recommendations, improve digital experiences, and support search visibility and discoverability (Required)
• Demonstrated ability to analyze customer feedback, performance data, search behavior, and market intelligence to identify trends and translate insights into actionable recommendations that improve reputation, discoverability, and business outcomes (Required)
• Experience collaborating with stakeholders across Marketing, Communications, Customer Experience, Operations, Compliance, Legal, Technology, and other business functions (Required)
• Strong written and verbal communication skills, including the ability to tailor messaging and present recommendations to executive, operational, and customer-facing audiences (Required)
• Strong project management, organizational, and stakeholder management skills, with the ability to manage multiple priorities and initiatives simultaneously (Required)

Preferred

• Experience with digital reputation, listings management, analytics, and search visibility platforms such as Yext, BrightEdge, Adobe Analytics, Google Business Profile Manager, Google Search Console, Reputation.com, or similar solutions (Preferred)
• Experience supporting SEO, local SEO, content optimization, digital discoverability, AI search, Answer Engine Optimization (AEO), Generative Engine Optimization (GEO), and emerging search technologies (Preferred)
• Experience with structured data, schema markup, and content architectures that support search engine optimization, AI visibility, and digital discoverability (Preferred)
• Experience developing content recommendations and partnering with content creators, UX teams, marketers, and business stakeholders to improve digital experiences and content discoverability (Preferred)
• Experience managing or maintaining business information across platforms such as Wikipedia, Wikidata, Crunchbase, Google Knowledge Panels, or similar third-party knowledge sources (Preferred)
• Experience developing executive-facing dashboards, scorecards, and performance reports (Preferred)
• Experience supporting multi-location organizations and location-based marketing programs (Preferred)
• Experience working within highly regulated industries (healthcare, health insurance, financial services, pharma)