Sr. Manager, Social Media Operations

Chicago, IL, US
  • Job Type: Full-Time
  • Function: Marketing/PR/Product Mktg
  • Post Date: 05/05/2021
  • Website:
  • Company Address: 1400A Seaport Blvd., Suite 401, Redwood City, CA, 94063

About delivers the category-leading Online Reputation Management platform for large, multi-location enterprises. We help companies monitor and improve online ratings and reputation, and optimize the customer experience.

Job Description

Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touch points.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power,, and Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

Why Work at Reputation?

  • We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.
  • Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
  • The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
  • We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
  • Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
  • Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Job Summary:

Reputation is looking for a Sr. Manager, Social Media Operations to elevate Reputation’s partnerships with social clients, and improve design and delivery of national and local social managed services. This role will be responsible for evolving our social media managed service offerings over time to remain competitive, innovative, and efficient. The Sr. Manager, Social Media Operations will organize a team of content managers at scale and cross-functionally to drive the digital content strategy, creation processes, execution, timelines and oversee the QA process across digital channels. Additionally, this role will partner with our product team to emphasize strategic opportunity in our product offering to reflect the current and upcoming needs of clients.


  • Lead the content creation/publishing team, providing strategic direction, process improvement, and improved communication of value.
  • Develop an organized process to create social media content strategies.
  • Be a customer facing strategist.
  • Be a leading voice within Reputation.
  • Be a player / coach and execute across social media channels.
  • Build a repeatable process to scale the social media content team.
  • Lead a team of social account managers and associates to develop and successfully execute content strategy, creation processes, and performance reporting.
  • Manage a team that creates engaging, high-value content strategies for social media campaigns.
  • Oversee the development of all creative published on select client social accounts, including everything from developing creative content calendars to the output of the final creative product.
  • Understand the relationship between content and metrics delivering detailed bi-monthly reports on social media engagement for clients.
  • Directly support the social programs of high-value clients, providing strategic recommendation and social consultation and thought leadership.
  • Be a leading voice within the company on the value and role of social media, both today and in the future.
  • Generate thought leadership on how to better use social media internally and as a product/service for our clients
  • Additional duties as assigned.


  • Minimum 6-8 years of social media/content marketing experience.
  • Thought leader of social media platforms.
  • Must be able to both think strategically and dig into the minutia of a creative campaign.
  • Must be autonomous and decisive, able to work under tight deadlines, prioritize assignments, work in a very fast-paced environment, and handle multiple tasks simultaneously.
  • Must be able to work collaboratively with other team members and be able to problem solve and innovate in the digital space.
  • An understanding of creative best practices from video and animation to branding and broad-based market trends.
  • Experience in testing and iterating on creative and then tracking that through the customer journey.
  • Experience in building out a team and developing staff.
  • Extensive experience with enterprise clients; local experience is a plus.
  • Proficiency with social publishing platforms (HootSuite, Sprout, Sprinklr, Khoros, etc.)

More on Reputation:

The majority of consumers — 90% — say online reviews influence their purchasing decisions. Yet marketing departments are at the mercy of third-party algorithms they don't control, and no amount of marketing spend can offset the negative impact of a weak online reputation.

Our Reputation Score, much like the consumer FICO score, is an indispensable index for every business, and the accurate measure of how a company can get found, get chosen, and get better. Global companies across industries such as Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage, and more use our platform to:

  • Monitor, request and respond to online reviews
  • Improve star ratings and search result rankings
  • Audit and maintain business listings and location directories across the web
  • Manage social media engagement and advertising
  • Make operational changes to improve customer experience
  • Maximize customer retention and revenue

Reputation is a World Economic Forum Global Growth Company funded by top-tier venture capital firms such as Kleiner Perkins, Bessemer Venture Partners, Ascension Ventures, August Capital, Heritage Group, and Icon Ventures.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants only - Recruiting agencies do not contact.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.