Online Brand Reputation Manager

PayRange•Portland, 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 reputational risks, and ensuring feedback reaches the teams best positioned to address it. The position collaborates across Marketing, Customer Service, Customer Experience, Sales, Operations, Product, Legal, Human Resources, and company leadership. The manager owns PayRange’s day-to-day reputation management program, including monitoring brand mentions and sentiment; managing online engagement; developing response, escalation, and crisis-response guidance; coordinating appropriate responses to emerging issues; and documenting significant issues and outcomes. The role also advocates for the voice of the customer and consumer, translating feedback into insights and recommendations for improvements to products, services, operations, communications, and customer experience. Working with Marketing, the manager helps maintain a consistent and authentic brand presence and informs social strategy and content development. The role establishes crisis-monitoring and escalation criteria, supports approved communications during incidents, and conducts post-incident reviews. It also develops dashboards and a monthly reputation reporting package for company leadership, covering reputation and sentiment, customer feedback and response performance, emerging risks, and improvement opportunities.

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 and 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 relevant stakeholders across social media, online communities, review platforms, and other digital channels.
Track brand mentions, customer feedback, sentiment, recurring questions, complaints, praise, and emerging trends; identify reputational risks and changes in public perception.
Implement and maintain social listening tools, monitoring systems, and workflows, and provide 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 professionally, empathetically, and in alignment with the brand.
Resolve straightforward inquiries and coordinate with internal teams when additional support is needed.
Develop response guidelines, engagement standards, escalation procedures, and service-level expectations; participate proactively in relevant online conversations and amplify positive customer experiences and constructive feedback.
Own PayRange’s day-to-day online reputation management program and develop strategies for addressing negative sentiment, complaints, misinformation, and reputational concerns.
Assess the severity and potential impact of 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 align with company policies, applicable legal requirements, and brand voice.
Document significant issues, actions taken, and outcomes to support continuous improvement.
Translate online conversations into customer and consumer insights, identify recurring feedback and unmet needs, and analyze patterns that may reveal opportunities for improvement.
Prepare regular Voice of the Customer and Voice of the Consumer reports; present actionable findings and recommendations to teams and company leadership; partner with stakeholders to inform decisions and measurable improvements.
Partner with Marketing to maintain an engaging, authentic, and consistent brand presence; identify customer stories, positive reviews, company milestones, and community engagement opportunities.
Share audience insights and conversation themes to inform social media strategy and content development, and recommend approaches that strengthen awareness, credibility, and trust.
Establish criteria for high-risk conversations and significant reputational events; monitor fast-developing issues and escalate based on severity, urgency, and business impact.
Coordinate responses and communication strategies, support approved messaging during incidents, maintain incident records, track follow-up actions through resolution, and conduct post-incident reviews.
Develop and present a monthly reputation reporting package for company leadership, including dashboards for reputation, sentiment, customer feedback, response performance, risks, and improvement opportunities.
Track key performance indicators, identify trends, and recommend actions based on reporting findings.