Job Title: Review Management Manager (Remote)
Overview:
We are seeking for an experienced Review Management Manager to lead this initiative. This is a foundational role responsible for building, managing, and continuously improving our internal review management program across a growing portfolio of client accounts. The ideal candidate brings deep hands-on experience with Google Business Profile review disputes, a data-informed mindset, and a passion for protecting and growing our clients' online reputations.
Responsibilities:
Review Monitoring & Response
- Oversee 24/7 monitoring of client Google Business Profiles for new reviews, policy violations, and reputation risks.
- Develop and maintain standardized response frameworks for both positive and negative feedback.
- Ensure all client reviews receive timely, professional attention in alignment with each brand's voice and guidelines.
Google Review Dispute Management
- Lead the end-to-end dispute process for reviews that violate Google's policies, including low-quality content, profanity, harmful material, bullying/harassment, discrimination, hate speech, and personal information exposure.
- Build and refine internal best practices for flagging and escalating disputes through Google's formal complaint channels.
- Track dispute outcomes and maintain detailed records of all flagged reviews, star ratings, dispute submissions, and removals.
- Stay current on Google's evolving review policies and platform guidelines to maximize dispute success rates.
Review Generation
- Manage and optimize Incline's customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews.
- Oversee the Survey Collector Tool
- Collaborate with Client Success Teams to identify opportunities to improve review volume and average ratings.
AI Sentiment Analysis & Reporting
- Leverage AI-powered tools to analyze client review data, identify recurring themes, and surface actionable insights.
- Deliver regular reporting to clients and internal stakeholders covering flagged reviews, dispute outcomes, removals, and overall sentiment trends.
- Translate data findings into concrete recommendations that help clients improve customer experience and service delivery.
Team & Program Leadership
- Manage a team of dispute specialist and review coordinators, to proactively provide high-quality services and results.
- Determine staffing requirements for growing the program, ensuring that it scales efficiently.
- Establish scalable workflows, SOPs, and quality standards for the in-house review management function.
- Serve as the internal subject matter expert on review management platforms, tools, and Google Business Profile best practices.
Qualifications:
Required
- 3–5 years of hands-on experience in online (Google) review management, reputation management, or a closely related digital marketing discipline.
- Proven experience managing a team of at least three individuals in a remote working environment.
- Demonstrated expertise in disputing Google Business Profile reviews, including working knowledge of Google's review policies and formal dispute/complaint processes.
- Proven track record of successfully advocating for review removals through Google's platform and escalation channels.
- Strong analytical skills with experience using reporting tools.
- Excellent written communication skills with the ability to craft professional, brand-appropriate responses across a variety of client verticals.
- Highly organized with the ability to manage multiple client accounts simultaneously in a fast-paced environment.
Preferred
- Prior experience working with a third-party review management platform.
- Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management.
- Background in digital marketing agency operations or client-facing account management.
- Experience building or managing a team within a marketing operations function.
Schedule: GY Shift
Setup: Remote / WFH
- Why Join STAFFVIRTUAL?
- Competitive compensation and benefits package
- HMO coverage starting on Day 1
- Paid time offs
- Training, career growth, and global exposure
- A collaborative and supportive team culture
If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, wed love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!
