Manager – ORM

Locobuzz; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Locobuzz is seeking a Manager – ORM to oversee the day-to-day operations of the ORM team, ensure AI-enabled service delivery, and maintain strict adherence to SLAs and TATs. You will report to the COO and bridge between brand teams, agents, and internal stakeholders.

The role focuses on AI adoption, performance monitoring, and driving operational excellence across multiple brands with a strong emphasis on coaching and process improvements.

Qualifications

• Graduate in any field (mandatory).
• 4+ years of relevant experience, including at least 2 years in a senior role.
• Strong knowledge of ORM processes, SLAs, and FLR/TAT frameworks and reporting.

Responsibilities

• Drive AI tool adoption across supervised accounts and audit AI-generated outputs.
• Track AI performance metrics and prepare a monthly improvement report for the HOD.
• Oversee daily ORM operations and ensure SLA adherence.
• Lead client review calls with reports and insights; coordinate with internal teams.

Skills

ORM processes & SLAs

AI adoption & auditing

Team leadership & mentoring

Crisis & high-volume ops management

Analytics & reporting (Excel/Sheets)

Education

Graduate in any field

Tools

MS Excel/Google Sheets

ORM/social listening tools

Job description

Manager – ORM (Online Reputation Management)

ABOUT LOCOBUZZ

Locobuzz builds AI-powered Customer Experience technology that helps global brands listen, engage, and respond to customers across every digital channel; social, messaging, reviews, and support. Our platform combines social intelligence, conversational AI, and workflow automation to manage millions of customer interactions at scale. Leading brands across industries run their CX operations on Locobuzz.

ABOUT THE ROLE

The Manager – ORM will oversee the day-to-day operations of the ORM team, driving AI-enabled service delivery, high-quality execution of responses, and strict adherence to SLAs and TATs. Reporting to the COO, this role acts as a bridge between the brand team, agents, and internal stakeholders, championing AI adoption, monitoring performance, and driving operational excellence. Performance is evaluated against four Key Result Areas: AI Implementation, Client Relations, Operations, and Learning & Growth.

KEY RESPONSIBILITIES

• Drive AI tool adoption across supervised accounts, auditing AI-generated responses for quality and sharing structured feedback with SMEs
• Track AI performance and adoption metrics, preparing a monthly report with actionable improvement recommendations for the HOD
• Oversee daily response operations for assigned brands and manage agent performance, schedules, and FLR/SLA adherence
• Run daily process briefings, monthly 1:1 feedback sessions, and prepare shift rosters for the team
• Review agent-actioned tickets for accuracy and brand-guideline compliance, driving QA score consistency and repeat-error reduction through coaching
• Ensure SOP compliance, identify process gaps, and handle escalations and crisis scenarios with speed and accuracy
• Own end-to-end resolution of client and internal escalations within defined TAT, and lead client review calls with reports and insights
• Coordinate with training, support, and other internal teams to resolve platform issues and align on process
• Ensure accurate, on-time daily, weekly, and monthly reporting across accounts, with real-time alerts on reputation-impacting events
• Conduct quarterly training needs analysis, lead upskilling sessions, and mentor new joiners; complete at least one AI/ORM certification each half-year

KEY SKILLS / WHAT WE'RE LOOKING FOR

• Graduate in any field (mandatory)
• Minimum 4+ years of relevant experience, including at least 2 years in a senior role
• Strong knowledge of ORM processes, SLAs, and FLR/TAT frameworks and reporting methodologies
• Working knowledge of AI-powered ORM tools, with the ability to drive adoption and audit output quality
• Excellent team management, mentoring, and conflict-resolution skills
• Strong analytical skills, with proficiency in MS Excel/Google Sheets and ORM/social listening tools
• Ability to manage crisis situations and high-pressure, high-volume operations

WHY LOCOBUZZ?

• Work with top-tier global brands across diverse industries
• Lead a dynamic ORM team and shape client engagement strategies
• Gain exposure to cutting-edge CX and AI-driven ORM technologies
• Collaborative culture that encourages innovation, learning, and growth, with regular upskilling programs