Director, Managed Services
Reputation, United States

Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touch points.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

• We are an innovative engine with 31 technology patents, ranked in the top three of all competitors.
• Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
• The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
• Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation.? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

We’re looking for an executive with experience leading and growing a Managed Services practice in a SaaS organization, developing service offerings, managing organization and project financials, and overseeing customer negotiations and escalations.

As the Director of Managed Services, your ultimate responsibility is to inspire and coach a team to deliver solutions using the Reputation.com people, process and technology, that achieve the customers’ and RDC's target business outcomes. You need to have the knack for running a metrics-driven and people-centric business, as Managed Services are all about the competency and character of the people delivering the services and accurately measuring the value provided by those services. You will be operating in a fast-moving, rapidly changing environment, and you’ll be excited about the opportunity to build a strong business with an existing team of talented leaders and consultants. You are a seasoned leader with at least 10+ years of relevant functional and leadership experiences.

• Build and lead a world-class Managed Services organization
• Create a culture that promotes creativity and knowledge sharing
• Own all aspects of strategy, hiring, implementation methodology, services financials, and project success for our Global Managed Services team
• Develop the necessary KPIs and scorecard to manage the success of the business and proactively respond to data trends
• Build services offerings to take our customers from a targeted value proposition to achieving value realization
• Direct the activities of the Managed Services team through ongoing oversight of implementations and ongoing execution of the program within budgets and with high-quality outcomes and customer satisfaction.
• Attract, enable and retain a diverse team of individual contributors and leaders
• Work with the Global Sales, Customer Success, and Business Development

Job Rewards and Benefits