Design and innovate around the programmatic service offerings of the Reputation Management system-wide program.
Scale program to all locations, practices and employed physicians through planning, strategic roadmap development, by forecasting resource needs and by gaining key executive buy-in.
Lead third party vendors driving KPIs, relationship management and annual assessments.
Lead the market budgeting process partnering with stakeholders to understand projected new entities for the next calendar year and associated investment levels.
Build a systemwide plan in partnership with Consumer teams that unifies how service recovery is handled and documented.
Embody a service culture, providing unsurpassed service and excellence to internal stakeholders.
Build strong relationships with cross-departmental partners such as Communications, Legal, Risk, Emergency Management and Security, HR, Patient Experience and Consumer teams.
Act as a communication bridge between cross-departmental teams for issues management, ensuring the right teams are pulled into any given issue.
Enhance and deploy training opportunities for key stakeholders systemwide.
Develop and oversee campaign strategy for large-scale perception and mitigation campaigns that align with corporate priorities, existing in-market campaigns and goals.
In-depth understanding of company imperatives and aspirations with ability to find innovative ways for Reputation Management to make significant contributions.
Serve as a strategist, uniting cross-functional teams around crisis and building executional buy-in.
Help drive the omnichannel messaging strategy for major crises in partnership with Director of Content Strategy and Manager, Digital Reputation Management.
Provide leadership to large-scale reputational and digital risk management issues.
Work with key stakeholders to launch a solution-driven plan of action.
Planning & Measurement
Determine and measure organizational KPIs for reputation management, including accuracy/quality of service recovery.
Establish and ensure compliance with quarterly and annual team goals, including effectiveness of reputation solutions, sentiment model, page ratings, content/brand integrity, etc.
Implement reputation management strategic roadmaps that support business needs and growth goals.
Responsible for supporting the strategic vision of the Executive Director, Digital Brand & Content Strategy.
Provide accessible and timely assistance to Reputation Team to advise on strategy development, escalation and support for high-risk or high-visibility issues.
Support weekend and evening on-call team members with strategy development and stakeholder communication for priority and high-risk issues.
Serve as an inspirational leader to the Reputation Management team providing vision, clarity and directional insight that empowers them to be successful as a team and individually.
Counsels and develops team for personal and professional advancement through career development, training and growth opportunities.
What You Will Need:
Bachelor’s degree preferably in Marketing, Business, Communications, Emergency Management or related field and/or 10-12 years of experience
Windows Applications: Microsoft Outlook, Word, Excel, PowerPoint
Proven success in collaboration, team building, and execution of corporate initiatives
Social media service recovery and reputation management experience
Large-scale organizational reputation and crisis management
Knowledge and Skills Required:
Experience communicating and managing large-scale and severe issues, such as mass casualties, natural disasters, and safety threats
Core competencies with common third-party review sites, Facebook Business Manager and social media platforms
Ability to make data-backed decisions within a short window of time
Executive presence and comfortability presenting and speaking to large audiences
The Director, Digital Reputation Management will lead efforts to protect and advance the company’s reputation. This leader will be responsible for identifying and responding to potential threats to the organization, while developing and executing strategies to mitigate those threats. This position requires someone with vision to scale the program and service offerings and with demonstrated experience in issues/ crisis management who can advocate for key buy-in and quick resolution. This dynamic individual will be innovative and measured in connecting issues and spotting trends to manage the enterprise-wide response and centralized learnings.
This position reports to the Executive Director, Digital Brand & Content Strategy.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.