Review Management Manager

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 brands voice and guidelines.

Google Review Dispute Management

• Lead the end-to-end dispute process for reviews that violate Googles 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 Googles formal complaint channels.
• Track dispute outcomes and maintain detailed records of all flagged reviews star ratings dispute submissions and removals.
• Stay current on Googles evolving review policies and platform guidelines to maximize dispute success rates.

Review Generation

• Manage and optimize Inclines 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

• 35 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 Googles review policies and formal dispute/complaint processes.
• Proven track record of successfully advocating for review removals through Googles 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 youre a motivated client-focused professional whos 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!