Online Brand Reputation Manager

Department:
Marketing

Reports To:

VP of Marketing

Location:

Portland, OR

Employment Type:

Full-Time

Pay Range is focused on creating convenient, seamless payment experiences for consumers and businesses. Our brand is shaped not only by the products and services we provide, but also by the conversations people have about us across digital channels.

We believe listening to our customers, understanding their experiences, and responding thoughtfully are essential to building trust and strengthening our brand.

Pay Range is seeking an Online Reputation Manager to lead our online reputation management, social listening, and digital community engagement efforts. This role will help shape how Pay Range is perceived across social media, online communities, review platforms, and other digital channels.

You will monitor conversations about Pay Range, engage with customers and other stakeholders, identify emerging trends, and ensure feedback reaches the teams best positioned to address it. You will play a critical role in identifying potential reputational risks, strengthening customer relationships, and turning online conversations into actionable business insights.

This is a highly collaborative role that works across Marketing, Customer Service, Customer Experience, Sales, Operations, Product, and company leadership. The ideal candidate combines exceptional communication skills, sound judgment, analytical thinking, and a proactive approach to protecting and strengthening brand reputation.

If you are naturally curious about what people say about brands, know how to navigate sensitive conversations, and enjoy connecting customer insights to meaningful business improvements, we would love to hear from you.

• Monitor conversations about Pay Range, its products, services, brand, and relevant stakeholders across social media, online communities, review platforms, and other digital channels, including Reddit, Discord, Facebook, Instagram, You Tube, Tik Tok, X, Google Reviews, and Linked In.
• Track brand mentions, customer feedback, sentiment, recurring questions, complaints, praise, and emerging trends.
• Identify potential reputational risks and developing issues before they escalated.
• Analyze changes in public perception and identify opportunities to strengthen brand trust.
• Implement and maintain social listening tools, monitoring systems, and workflows.
• Provide timely updates on significant conversations, trends, and potential risks.

• Manage day-to-day engagement with customers and community members across relevant online channels.
• Respond to comments, questions, reviews, mentions, and direct messages in a timely, professional, empathetic, and brand-aligned manner.
• Resolve straightforward inquiries directly and coordinate with internal teams when additional support is needed.
• Develop response guidelines, engagement standards, escalation procedures, and service-level expectations.
• Proactively participate in relevant online conversations to build trust and strengthen relationships.
• Recognize and amplify positive customer experiences and constructive community feedback.

• Own Pay Range’s day-to-day online reputation management program across digital channels.
• Develop strategies for addressing negative sentiment, customer complaints, misinformation, and reputational concerns.
• Assess the severity and potential impact of emerging issues and determine appropriate next steps.
• Coordinate with Marketing, Customer Service, Operations, Legal, Human Resources, and leadership when issues require escalation.
• Develop and maintain reputation management guidelines, escalation…