Review Management Manager

Role Overview

• 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.
• 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.
• Manage and optimize Incline's customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews.
• Collaborate with Client Success Teams to identify opportunities to improve review volume and average ratings.
• 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.
• 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.

Requirements

• 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.
• Prior experience working with a third-party review management platform (preferred).
• Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management (preferred).
• Background in digital marketing agency operations or client-facing account management (preferred).
• Experience building or managing a team within a marketing operations function (preferred).

Benefits

• HMO coverage starting on Day 1
• Paid time offs
• Training, career growth, and global exposure
• A collaborative and supportive team culture