Reputation Management Specialist

About the role

Responsible for supporting the strategic direction of the reputation program with a focus on digital consumer engagement and service recovery. This position works alongside social media, content strategy and web teams to provide a holistic digital experience for consumers. Additionally, this role protects the brand and team members online, ensuring personalized digital interactions with those who engage with the brand. This position coordinates efforts to address and resolve consumer issues effectively, and contributes to the overall effectiveness of the reputation management team through diligent performance of assigned duties.

Responsibilities

• Contributes to the overall effectiveness of the reputation management team through diligent performance of assigned duties
• Participates in regular evening, weekend, and holiday on-call rotation to ensure continuity of support for high-risk issues and monitoring of digital and social media assets
• Provides ad hoc issues management support as needed
• Manages and adheres to digital content governance models
• Monitors and responds to consumer touchpoints on digital, social media, and third-party platforms daily
• Collaborates with partner departments to escalate inquiries and complaints for successful service recovery and follow-up
• Deploys process workflows and tactics to meet or exceed program goals set by department leadership
• Supports internal, cross-functional teams via digital research, intelligence gathering, and consumer engagement for high-priority projects and events
• Coordinates efforts to address and resolve consumer issues effectively
• Supports the strategic vision of department senior leadership
• Protects the brand and team members online by ensuring personalized digital interactions

Requirements

• Education: Associate's degree in marketing, Business, Communications, Law Enforcement, Legal Studies, or related field (Required)
• Experience: 1+ years in relevant fields; additional experience may be commensurate to degree requirements as approved by department leadership (Required)
• Specialized certifications or experience working in crisis environments (Preferred)

Skills

• Social media service recovery and reputation management experience (Required)
• Comfortable operating in a fast-paced and complex environment with multiple and competing priorities (Required)
• Enjoys working in a close-knit, collaborative team environment (Required)
• Empathy and compassion to strategically respond to sensitive consumer needs (Required)
• Excellent customer service skills, and the ability to build interdepartmental rapport and relationships (Required)
• Common reputation management systems and best practices (Preferred)
• Basic emergency communications and management protocol (Preferred)
• Clinical, experience, and/or regulatory aspects of healthcare (Preferred)
• General understanding of social media strategy and content development (Preferred)
• Common third-party review sites (Preferred)
• Reputation management & social media listening tools (Preferred)
• Windows Applications: Microsoft Outlook, Word, Excel, PowerPoint, Teams, etc. (Preferred)
• Social Media: Facebook, Twitter, Instagram, YouTube, Pinterest, LinkedIn, TikTok, Reddit, and emerging platforms (Preferred)

Benefits

• Medical, Dental, Vision Insurance
• Life Insurance
• Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule

Full-time, Day shift

Pay

$56,992.00 - $106,017.60 annually

Location

2201 S Clear Creek Rd, Killeen, TX 76549

Physical Requirements

See Physical Requirements for details.