• Reputation Management Specialist

    Job ID
    # of Openings
    Job Locations
    US-CA-San Diego
    Posted Date
    4 weeks ago(11/15/2018 2:34 PM)
  • Overview

    The Reputation Management Specialist is responsible for the maintenance and improvement of American Addiction Centers’ online reputation on all third-party platforms, including internal Recovery Brands’ entities. The Reputation Management Specialist will work with facilities one-on-one to ensure that clinical and alumni teams are working cohesively to garner more positive reviews externally and are utilizing feedback from reports for internal improvement. This individual will also work with our Editorial team and Listing Content Strategist to ensure that online facility profiles, and all information both outward facing and internally used is accurate, reliable, and adheres to our policies and procedures as to emphasize AAC’s mission of being an objective and reliable resource for those struggling with substance use and behavioral disorders. Additionally, this individual will be responsible for overseeing reputation management for external clients and potential clients. The ideal candidate for this role has experience in dealing with brand strategy and messaging, data organization and management, cross-departmental collaboration, customer service, and will be responsible for ensuring that public-facing deliverables and communications regarding reviews and online profiles are accurate and held to the highest standards. This individual will ensure the synergy between the aforementioned departments and will serve as a liaison between them. The ideal candidate has strong communication skills, high attention to detail, a willingness to learn, and a can-do attitude. This position is based in New York City.


    • Overseeing reputation management efforts in relation to our reviews platforms (reviews, responses, engagement, etc.) for internal clients, external clients, and potential clients
    • Collaborate with Alumni teams, Market Insights team, sales team, etc. to garner more reviews for AAC facilities
    • Manage all reputation management software Chatmeter and Podium
    • Maintaining reviews records, files, and monthly reporting
    • Analyzing online profile details, and ensuring information accuracy
    • Ensuring client profiles are up-to-date and accurately logged for all applicable teams
    • Serve as a QA liaison between the NYC office and development team for all things concerning User Reviews, OFRs, and OFFs
    • Reporting monthly reputation management status to all facilities (Reviews and CSAT + Reviews)
    • Reporting weekly and monthly KPIs for User Reviews, Editorial Reviews, User; Review/Editorial Review CR functionality, and facility-level reputation management status
    • Respond to social media DMs that relate to finding help
    • Support and inform facility feedback loop for clinical improvement


    • 4-year undergraduate degree in communications, marketing, psychology, social sciences, marketing research, marketing intelligence, or another research-based or marketing-based field
    • 1-3 years’ work experience in healthcare, health tech, and/or customer service
    • High proficiency in Excel, Google Docs, Google Sheets
    • Comfort and experience in scanning large quantities of data at once
    • Natural curiosity and the willingness to learn
    • Positive attitude and can-do spirit is a must


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