Senior Manager, Managed Services

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified™ as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is 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.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback

Title: Senior Manager, Managed Services
 

Job Summary:

The Senior Manager, Managed Services is responsible for establishing and leading the strategic performance framework that guides Reputation’s Managed Services delivery across Business Listings, Social Publishing, and Social Engagement. This role ensures services are delivered accurately, efficiently, and in alignment with client expectations and contractual obligations. The Senior Manager will lead managers and specialists, drive adherence to SLAs and KPIs, manage escalations, and implement process improvements to ensure consistent, high-quality service delivery at scale. The ideal candidate is a strategic leader with deep operational expertise who thrives in fast-paced, deadline-driven environments and brings a proven track record of guiding complex service teams to deliver scalable, high-impact results.

Hybrid work schedule: 2 days in office on Tuesday and Wednesday
 

Key Responsibilities:

• Lead and manage multiple Managed Services teams, ensuring consistent execution of deliverables across Business Listings, Social Publishing, and Social Engagement.

• Establish and evolve operational standards in partnership with leadership, ensuring they evolve to meet client and business needs, while monitoring performance metrics to maintain service quality and timely fulfillment.

• Oversee resolution frameworks and risk management for escalations for service delivery issues, coordinating with cross-functional teams to resolve customer and platform-related challenges quickly and effectively.

• Own long-term workforce capacity planning at both strategic and operational levels, including automation strategies, vendor/partner utilization, workload distribution, and resource allocation to ensure efficiency and scalability.

• Act as a senior operational leader partnering with Customer Success, Sales, Product, and Engineering to streamline workflows, address platform issues, optimize operational processes, and influence cross-functional priorities.

• Design and govern fulfillment processes to sca