Job Description

The Manager of the Digital Listening Center (DLC) will lead the development and execution of an enterprise-wide digital and social media listening strategy. This role is responsible for transforming digital data into meaningful insights that inform brand strategy, service design, and stakeholder-focused decision-making. The ideal candidate is a data-driven strategist who excels at interpreting complex datasets and translating them into clear, actionable recommendations.

This is a high-visibility role requiring proactive intelligence gathering, strong cross-functional collaboration, and the ability to synthesize nuanced digital signals. The position reports to senior leadership within the Reputation Management function.

Key Responsibilities

Strategic Program Development

• Build and implement a comprehensive digital and social media listening strategy from the ground up.
• Launch and operationalize a centralized Digital Listening Center (DLC), including infrastructure, workflows, and reporting frameworks.
• Manage relationships with listening platform vendors and ensure platform configurations meet organizational needs.
• Monitor public response to campaigns, product/service launches, and media coverage to measure impact and optimize messaging.
• Analyze sentiment, share of voice, conversation drivers, and emerging trends to generate actionable insights.
• Produce recurring and ad-hoc reports for cross-functional stakeholders.
• Benchmark brand reputation and audience perception against competitors and industry standards.
• Translate digital signals (social media, reviews, forums, news, etc.) into predictive insights that support enterprise strategy, brand health, and customer experience.
• Develop a consolidated dashboard that surfaces key indicators such as consumer sentiment, brand mentions, competitive activity, and early-warning issues.
• Partner with cross-functional teams to integrate listening insights into organizational decision-making.

Department Operations & Leadership

• Support the strategic vision set by senior leaders within Omnichannel Strategy and Reputation Management.
• Participate in an on-call rotation (evenings, weekends, holidays) to ensure continuous monitoring and timely issue escalation.
• Oversee daily DLC operations, including real-time monitoring, triage, and escalation of reputational or operational risks.
• Provide coaching, training, mentorship, and career development for team members and direct reports.

Required Knowledge & Skills

• Deep familiarity with the digital landscape, including:
• Social media service recovery and reputation management best practices
• Third-party review platforms
• Social listening and reputation management tools (e.g., Meltwater, Sprout, Press Ganey, Dataminr)
• Major social media platforms: Facebook, X, Instagram, YouTube, Pinterest, LinkedIn, TikTok, Reddit, and emerging channels
• Strong understanding and practical use of AI in digital analysis.
• Ability to remain composed under pressure and manage sensitive or emotionally charged content with professionalism.
• Proven track record managing multiple large-scale projects in a fast-paced environment with competing priorities.
• Advanced analytical skills with the ability to interpret and simplify complex data for diverse audiences.
• Exceptional written and verbal communication skills, including experience presenting to senior and executive stakeholders.
• Proficiency in both Mac and Windows environments, including Microsoft Outlook, Word, Excel, PowerPoint, Teams, and related tools.

Preferred Skills

• Knowledge of crisis and emergency communication protocols.
• Familiarity with clinical, operational, or regulatory aspects of the healthcare industry (or similarly complex, highly regulated environments).

Education & Experience

• Bachelors degree in Marketing, Business, Communications, Public Relations, or a related field.
• 7+ years of experience in relevant digital, communications, or analytics fields.
• 5+ years of experience managing enterprise-level listening tools and platforms.
• 3+ years of leadership experience, including team management or cross-functional project leadership.

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