Manager, Reputation and Consumer Insights

LifeStance Health

1d•$120,000 - $150,000

About The Position

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare. Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team! LifeStance Values Belonging: We cultivate a space where everyone can show up as their authentic self. Empathy: We seek out diverse perspectives and listen to learn without judgment. Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it. One Team: We realize our full potential when we work together towards our shared purpose. ROLE OVERVIEW The Manager, Reputation & Consumer Insights leads the organization’s reputation management and consumer insights programs, helping strengthen brand trust and inform enterprise decision-making. Reporting to the Director of Brand Strategy & Partnerships, this role oversees ratings, reviews, consumer feedback, and online sentiment across owned, earned, and shared platforms; manages agency and technology partners; and translates quantitative and qualitative data into clear, actionable recommendations. The Manager partners closely with HR, Clinician Services, Customer Care, the Enterprise Contact Center, Business Development, Communications, Operations, and other stakeholders to identify emerging trends, address reputation risks, and improve the consumer experience. Success in this role requires strong analytical and communication skills, sound judgment, and the ability to lead cross-functional teams through influence while connecting consumer perceptions to brand strategy and business priorities. Consistent with LifeStance’s values, every member of the LifeStance team is expected to support each other and the mission, which may mean participating in projects and initiatives and performing functions and responsibilities not specifically outlined in this job description.

Requirements

Bachelor’s degree in marketing, communications, market research, consumer insights, business, analytics, social sciences, or a related field.
5+ years of progressive experience in reputation management, consumer insights, market research, customer experience, brand strategy, communications, or a related discipline.
Demonstrated experience managing ratings and reviews, online reputation, social listening, consumer feedback, or voice-of-the-customer programs.
Experience analyzing quantitative and qualitative data and translating findings into clear business recommendations.
Proven experience managing external agencies, research partners, vendors, or technology platforms.
Exceptional written, verbal, and presentation communication skills, including the ability to communicate complex or sensitive findings to executive and cross-functional audiences.
Demonstrated ability to lead cross-functional initiatives, build alignment, and influence stakeholders without direct authority.
Strong project management, critical-thinking, organizational, and problem-solving skills.
Ability to manage multiple priorities and operate effectively within a complex, highly matrixed organization.
Qualified candidates must be legally authorized to be employed in the United States
Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.

Nice To Haves

Experience in healthcare, behavioral health, consumer health, or another highly regulated and reputation-sensitive industry.
Knowledge of healthcare consumer journeys and the factors that influence trust, access, provider selection, satisfaction, and loyalty.
Familiarity with reputation management, social listening, survey, research, and data-visualization platforms.
Experience with brand tracking, segmentation, persona development, journey mapping, message testing, or customer-experience research.
Understanding of research methodologies, including survey design, qualitative research, sentiment analysis, and competitive benchmarking.
Knowledge of privacy, compliance, and response considerations associated with consumer reviews and feedback in healthcare.
Strong business acumen and understanding of how reputation and consumer experience influence growth, retention, referrals, recruiting, and partnerships.

Responsibilities

Lead the organization’s reputation management program across owned, earned, and shared platforms, including ratings, reviews, consumer feedback, and online sentiment.
Oversee reputation management systems, tools, workflows, response standards, and escalation protocols.
Analyze ratings, reviews, surveys, social listening, and consumer research to identify trends, risks, and opportunities.
Translate quantitative and qualitative findings into actionable recommendations that strengthen brand trust, consumer experience, and business performance.
Develop dashboards and executive-ready reporting on reputation performance, consumer sentiment, and emerging themes.
Manage relationships with reputation management, research, analytics, and technology partners, ensuring high-quality deliverables, strategic insights, and measurable results.
Partner with HR, Clinician Services, Customer Care, the Enterprise Contact Center, Business Development, Communications, Operations, Compliance, and other stakeholders to address reputation and consumer-experience opportunities.
Lead cross-functional initiatives through influence, establishing shared accountability for reputation outcomes and consumer-experience improvements.
Provide insights to the Director of Brand Strategy & Partnerships that inform brand strategy, positioning, messaging, governance, creative development, and audience priorities.
Identify gaps between the intended brand experience and actual consumer perceptions, recommending actions to strengthen awareness, trust, preference, and consistency.