Manager, Reputation Management
ADP – Automatic Data Processing - Washington, DC

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Cobalt, a division of ADP Dealer Services is seeking a Team Manager, Reputation Management Services.
The Manager, Reputation Management is responsible for managing a team of Specialists who deliver reputation management to our customers including:
Managing internal and external account relationships to include strategic understanding of customer's business needs and how this drives their online brand;

Creating and executing on Reputation Management strategies;

Analyzing reputation management services results and conducting ongoing optimization and consultation;

Delivering Reputation Management results and coordinating across teams to support reporting and to drive ongoing performance improvement.


Manage and coach team to deliver on defined performance targets and continue to refine these targets and measurements as product offerings evolve.

Manage a team of Specialists responsible for executing on Reputation Management solutions.

Ensure management of the teams including effectively communicating process, policies, performance, quality expectations, technical and product updates, as well as department and company information.

Provide management and professional guidance to Specialists and Managers through one-on-one meetings; regular team meetings; development of quarterly and annual performance goals & objectives; documenting and delivering timely performance and behavior feedback while taking appropriate disciplinary actions as required.

Responsible for staffing needs, scheduling, recruiting, hiring, disciplinary actions and terminations. Responsible for coaching and developing staff to meet or exceed job expectations as well as to counsel and help direct career development.

Work with Sr. Manager to drive Reputation Management services delivery. Conduct performance reviews, adhoc reports and projects, and ongoing optimization around operations and marketing delivery. May be responsible for participating in OEM launch projects and for being the representative and spokesperson for Reputation Management Services Delivery. Work with Centers of Excellence product teams to continue to define delivery and refine coordination.

Ensure cross-teaming within the Digital Advertising Services group, all of Services, Sales, and the COEs to support high-level delivery to our customers.

Demonstrate highly developed communication skills, both verbal and writing, tact, assertiveness and outstanding business acumen.

Stay abreast of competitive offerings and industry best practices.

Perform other duties as assigned.

Demonstrate traits outlined in the Cobalt Leadership Model.

Customer Relations

Coach and mentor team with customer escalations and non-engagement; assist in problem evaluation and corrective action planning; work directly with customers as necessary to resolve escalated issues.

Represent Reputation Management Services team in customer meetings and marketing events.

Conduct, review, and respond to customer feedback and prepare action plans to address identified issues. Improve customer relations, which are reflected in customer service index (CSI) and net promoter score (NPS).

Prepare appropriate status reports for delivery to customers and senior management.

Inform senior leadership of potential customer problems and escalate for additional assistance as appropriate.

Represent Digital Advertising Services in the product development lifecycle to ensure the product roadmap addresses customer needs.

Experience, Skills, Academic:
3-5 years management experience
2+ years digital marketing experience.
2+ years of Account Management experience required.
Bachelor's Degree from an accredited college or university preferred.
Experience with Windows, Excel, and MS Word required.
Experience developing, implementing and gauging the success of new processes from the ground up.
Expertise delivering performance analysis to both internal and external customers.
Ability to coach employees in areas of both client management and digital marketing delivery.
Experience in improvement of processes, strong problem solving and communication skills, customer advocacy orientation, leadership in a cross functional team environment required.
Ability to hire, train, and retain quality employees.
Experience with industry standards and key performance indicators.
Expertise in Social Media and Reputation Management strongly preferred.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength

Job Category:

Area of Interest:
General Management

United States, Seattle, WA

About this company
Automatic Data Processing, Inc. (ADP) is engaged in providing business outsourcing solutions. ADP offers a range of human resource (HR),...