Review Management Manager

STAFFVIRTUAL

Review Management Manager leading internal review management program across client accounts. Overseeing Google Business Profile reviews, dispute management, and team leadership in a remote setting.

Posted 5/12/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Oversee 24/7 monitoring of client Google Business Profiles for new reviews, policy violations, and reputation risks.
Develop and maintain standardized response frameworks for both positive and negative feedback.
Ensure all client reviews receive timely, professional attention in alignment with each brand's voice and guidelines.
Lead the end-to-end dispute process for reviews that violate Google's policies, including low-quality content, profanity, harmful material, bullying/harassment, discrimination, hate speech, and personal information exposure.
Build and refine internal best practices for flagging and escalating disputes through Google's formal complaint channels.
Track dispute outcomes and maintain detailed records of all flagged reviews, star ratings, dispute submissions, and removals.
Stay current on Google's evolving review policies and platform guidelines to maximize dispute success rates.
Manage and optimize Incline's customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews.
Collaborate with Client Success Teams to identify opportunities to improve review volume and average ratings.
Leverage AI-powered tools to analyze client review data, identify recurring themes, and surface actionable insights.
Deliver regular reporting to clients and internal stakeholders covering flagged reviews, dispute outcomes, removals, and overall sentiment trends.
Translate data findings into concrete recommendations that help clients improve customer experience and service delivery.
Manage a team of dispute specialist and review coordinators, to proactively provide high-quality services and results.
Determine staffing requirements for growing the program, ensuring that it scales efficiently.
Establish scalable workflows, SOPs, and quality standards for the in-house review management function.
Serve as the internal subject matter expert on review management platforms, tools, and Google Business Profile best practices.

Requirements

What you’ll need

3–5 years of hands-on experience in online (Google) review management, reputation management, or a closely related digital marketing discipline.
Proven experience managing a team of at least three individuals in a remote working environment.
Demonstrated expertise in disputing Google Business Profile reviews, including working knowledge of Google's review policies and formal dispute/complaint processes.
Proven track record of successfully advocating for review removals through Google's platform and escalation channels.
Strong analytical skills with experience using reporting tools.
Excellent written communication skills with the ability to craft professional, brand-appropriate responses across a variety of client verticals.
Highly organized with the ability to manage multiple client accounts simultaneously in a fast-paced environment.
Prior experience working with a third-party review management platform (preferred).
Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management (preferred).
Background in digital marketing agency operations or client-facing account management (preferred).
Experience building or managing a team within a marketing operations function (preferred).

Benefits

Comp & perks

HMO coverage starting on Day 1
Paid time offs
Training, career growth, and global exposure
A collaborative and supportive team culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

online review managementreputation managementdispute managementGoogle Business Profilereporting toolsdata analysiscustomer survey managementdigital marketingteam managementSOP development

Soft Skills

analytical skillswritten communicationorganizational skillsteam leadershipclient collaborationproblem-solvingattention to detailtime managementadaptabilitycustomer service