Manager, Digital Experience - Reputation

Beth Israel Lahey Health; Boston (MA); On-site; USD 95,000 - 115,000; Full time

Job summary

Beth Israel Lahey Health in Boston, MA, is seeking a Manager for Digital Experience - Reputation. This role involves leading the online reputation strategy for a large health system, overseeing monitoring and analysis of digital touchpoints, and ensuring compliance with HIPAA and organizational standards.

The ideal candidate will have a bachelor's degree, 5+ years in online reputation management, and experience with tools like Press Ganey. Offering a competitive salary range of $95,000 - $115,000 annually.

Qualifications

• 5+ years of experience in online reputation management, digital marketing, patient experience, or healthcare communications.
• Experience collaborating across matrixed organizations and influencing without direct authority.
• Familiarity with SEO best practices and analytics tools.

Responsibilities

• Lead the development and execution of a comprehensive online reputation strategy.
• Oversee monitoring, analysis, and response to online reviews and patient feedback.
• Produce executive-ready reporting that translates reputation data into actionable recommendations.

Skills

Online reputation management

Digital marketing

Patient experience

Healthcare communications

Project management

Collaboration

Education

Bachelor's degree in Business, Communications, Marketing, or related field

Tools

Press Ganey

Kyruus

Google Analytics

GA4

Job description

The Manager, Digital Experience - Reputation is responsible for system-wide online reputation strategy for a large, integrated health system. This role is responsible for internal and externally owned channels. This position will oversee monitoring, protecting, and strengthening the organization’s digital reputation across providers, locations, and service lines, ensuring accuracy, trust, and a consistent patient-centered experience across all digital touchpoints.

Job Description

Primary Responsibilities

• Lead the development and execution of a comprehensive online reputation strategy across the health system
• Oversee monitoring, analysis, and response to online reviews, ratings, and patient feedback across third-party platforms and search ecosystems
• Own governance and maintenance of the system provider and location data across internal systems and external platforms
• Ensure all public-facing responses and reputation activities comply with HIPAA, privacy regulations, and organizational standards
• Produce executive-ready reporting and insights that translate reputation data into actionable recommendations
• Collaborate with Marketing and Communications teams to improve local search visibility, ratings performance, and patient trust signals

Minimum Qualifications

• Bachelor's degree in Business, Communications, Marketing, or a related field
• 5+ years of experience in online reputation management, digital marketing, patient experience, or healthcare communications

Experience

• Experience with content management systems (CMS) and reputation management tools such as Press Ganey and Kyruus
• Familiarity with SEO best practices and analytics tools (Google Analytics, GA4, social insights)
• Experience collaborating across matrixed organizations and influencing without direct authority
• Experience working within a large health system or academic medical center

Skills and Abilities

• Strong understanding of UX principles, digital engagement, and accessibility
• Strong understanding of patient-centered marketing in healthcare, including consumer decision journeys
• Excellent project management and collaboration skills

Pay Range

$95,000.00 USD - $115,000.00 USD

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues, and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

Equal Opportunity Employer / Veterans / Disabled