Online Brand Reputation Manager

PayRange•Maywood Park, OR

About The Position

PayRange is seeking an Online Reputation Manager to lead online reputation management, social listening, and digital community engagement. The role shapes how PayRange is perceived across social media, online communities, review platforms, and other digital channels by monitoring conversations, engaging with customers and stakeholders, identifying trends and risks, and ensuring feedback reaches the appropriate teams. The position collaborates across Marketing, Customer Service, Customer Experience, Sales, Operations, Product, Legal, Human Resources, and company leadership. It combines communication, judgment, analysis, and proactive reputation protection to strengthen customer relationships and turn online conversations into actionable business insights. The manager owns day-to-day reputation management, develops response and escalation guidance, coordinates responses to reputational issues, and ensures public communications align with company policies, legal requirements, and PayRange’s brand voice. The role also serves as an advocate for customer and consumer feedback, shares findings and recommendations with stakeholders, supports brand presence and content collaboration, and prepares monthly reputation reporting and dashboards for leadership.

Requirements

Experience in online reputation management, social media management, community management, customer experience, digital communications, public relations, or a related field.
Excellent written and verbal communication skills, including the ability to adapt tone and messaging to different audiences and situations.
Experience monitoring and engaging with online communities, customer reviews, social media conversations, or other public-facing digital channels.
Strong judgment and the ability to handle sensitive, emotionally charged, or potentially high-risk conversations professionally.
Ability to identify patterns, interpret feedback, and translate observations into actionable recommendations.
Strong organizational skills and ability to manage multiple platforms, conversations, priorities, and follow-ups simultaneously.
Experience preparing reports, analyzing performance metrics, or presenting insights to stakeholders.
Ability to collaborate effectively with cross-functional teams and build productive working relationships.
Proactive, detail-oriented approach with a strong sense of accountability and ownership.
Sound discretion when handling sensitive information and reputational concerns.

Nice To Haves

Experience with social listening, online review management, or reputation monitoring platforms.
Familiarity with analytics and dashboard tools used to track sentiment, engagement, response performance, and customer feedback.
Experience developing customer response guidelines, escalation procedures, or crisis communications plans.
Experience working with customer support, product, operations, marketing, or executive teams to resolve recurring customer issues.
Experience in a technology, payments, consumer services, or other customer-facing business.

Responsibilities

Monitor conversations about PayRange, its products, services, brand, and stakeholders across social media, online communities, review platforms, and other digital channels.
Track brand mentions, feedback, sentiment, questions, complaints, praise, and emerging trends; identify potential reputational risks and changes in public perception.
Implement and maintain social listening tools, monitoring systems, workflows, and timely updates on significant conversations and risks.
Manage day-to-day engagement with customers and community members; respond to comments, questions, reviews, mentions, and direct messages in a timely, professional, empathetic, and brand-aligned manner.
Resolve straightforward inquiries and coordinate with internal teams when additional support is required.
Develop response guidelines, engagement standards, escalation procedures, and service-level expectations; participate proactively in relevant online conversations and amplify positive customer experiences.
Own PayRange’s day-to-day online reputation management program and develop strategies for addressing negative sentiment, complaints, misinformation, and reputational concerns.
Assess emerging issues and coordinate escalations with Marketing, Customer Service, Operations, Legal, Human Resources, and leadership.
Develop and maintain reputation management guidelines, escalation frameworks, and crisis-response playbooks; ensure public responses comply with company policies, legal requirements, and brand voice.
Document significant issues, actions, and outcomes for continuous improvement.
Translate online conversations into customer and consumer insights, identify recurring feedback and unmet needs, and analyze patterns that may indicate opportunities to improve products, services, operations, communications, or customer experience.
Prepare regular Voice of the Customer and Voice of the Consumer reports; present actionable findings and recommendations and partner with stakeholders to support measurable improvements.
Collaborate with Marketing to maintain a consistent, engaging, and authentic digital brand presence; identify customer stories, positive reviews, milestones, and community engagement opportunities.
Share audience insights and conversation themes to inform social media strategy and content development; recommend approaches that strengthen awareness, credibility, and trust.
Establish criteria for high-risk conversations and reputational events; monitor developing issues, assess severity and business impact, and escalate concerns appropriately.
Coordinate response strategies, support approved messaging during reputational incidents, maintain incident records, track follow-up actions, and conduct post-incident reviews.
Develop and present a monthly reputation reporting package for company leadership, including dashboards covering reputation, sentiment, engagement, customer concerns, risks, and improvement opportunities.
Track key performance indicators, identify trends, and recommend actions based on findings.