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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.
Job Responsibility:
Oversee 24/7 monitoring of client Google Business Profiles for new reviews, policy violations, and reputation risks
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
Track dispute outcomes and maintain detailed records of all flagged reviews, star ratings, dispute submissions, and removals
Manage and optimize customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews
Leverage AI-powered tools to analyze client review data, identify recurring themes, and surface actionable insights
Manage a team of dispute specialist and review coordinators, to proactively provide high-quality services and results
Establish scalable workflows, SOPs, and quality standards for the in-house review management function
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
Nice to have:
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