Manager, Services Managed Reputation Services

In 2024 Yext acquired Hearsay Systems bringing together two industry leaders to form one unified organization. By combining Yexts brand visibility expertise with Hearsays best-in-class compliant engagement solutions were delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data insights and recommendations empowering brands to convert prospects into customers faster and more effectively.

Yext is seeking an experienced leader to oversee our team of Managed Review Response this role you will be responsible for the operational success and professional growth of a team dedicated to managing the online reputation of global enterprise brands. You will ensure high-quality output adherence to SLAs and the strategic development of our response services.

What Youll Do:

Team Leadership & Development

• Manage the Team: Lead coach and develop a team of Specialists responsible for daily review management across platforms like Google and Yelp
• Hiring & Training: Oversee onboarding of new Specialists ensuring they master the diverse brand voices and technical processes required for our clients
• Performance Management: Monitor individual metrics and quality providing regular feedback to ensure team members meet productivity goals and exemplify our clients standards

Operations & Quality Assurance

• Quality Control: Manage our rigorous QA processes to ensure all team responses are accurate in grammar/spelling and align with client-specific guidelines
• SLA Management: Ensure the team meets or exceeds Service Level Agreements (SLAs) regarding response times and volume handling for high-volume queues
• Process Optimization: Act as a super-user of our SaaS platform to refine workflows case management and tagging processes for maximum efficiency

Client Support

• Client Communication: Serve as a point of contact for high-level client inquiries and/or execution adjustments as required.
• Insights & Reporting: Aggregate team findings on recurring themes and service issues to provide high-level insights and strategic recommendations to enterprise clients
• Brand Strategy: Collaborate with clients to define and refine response strategies and brand voice guidelines; oversee and guide successful brand implementations

What You Have:

• Experience: 3 years of experience in customer support leadership or reputation management with at least 1 year of people management experience.
• Exceptional Communication: Superior command of English with the ability to coach others on conversational nuance tone and sophisticated prose
• Operational Excellence: Proven ability to manage high-volume workflows prioritize team resources and maintain quality control in a fast-paced environment
• Client-Facing Confidence: Strong business acumen and experience communicating directly with professional clients regarding service updates and strategy

Technical Proficiency: Familiarity with SaaS platforms and the ability to train others on technical workflows and navigation

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Yext is an equal opportunity employer committed to building a results-driven engaging culture where every employee has the opportunity to contribute to the success of the Company perform at the highest possible level and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience Yext can remain at the forefront of innovation and better serve its customers.

It is Yexts policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please completethis form.

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