Assistant Manager - Brand Reputation

About the job

Role Overview zingbus is hiring a proactive and detail-oriented brand reputation manager to strengthen and protect the brand’s credibility across digital platforms. This role focuses on listening, learning, and improving ensuring that customer feedback across reviews, communities, and AI-driven search ecosystems is acknowledged transparently and translated into real operational improvements. The ideal candidate is analytical, solution-oriented, and comfortable working cross-functionally to improve customer trust at scale. Key Responsibilities 1. Review & Ratings Management ● Monitor brand ratings across: ○ Google Reviews ○ Play Store ○ App Store ○ Tripadvisor ○ Justdial and other travel platforms ● Implement a structured and transparent response framework for customer reviews ● Respond empathetically and factually to feedback especially service-related concerns ● Collaborate with ops, crm, and product teams to address root causes behind negative reviews ● Track city-wise and corridor-wise rating trends ● Identify recurring issues and convert insights into improvement action plans 2. Online Sentiment Monitoring ● Track brand conversations across: ○ Reddit ○ Quora ○ Travel forums ○ Social media comments ○ Youtube comments ● Identify emerging customer narratives (both positive and critical) ● Flag potential reputation risks early ● Recommend corrective communication strategies when required ● Maintain a sentiment tracker highlighting shifts in public perception 3. AI search & discovery optimization ● Monitor how zingbus appears across AI search engines such as: ○ chatgpt ○ claude ○ gemini ● Track brand visibility for queries like: ○ “best bus service in bangalore hyderabad” ○ “Is Zingbus safe?” ○ “best premium bus in india” ● Collaborate with seo and content teams to improve authoritative brand signals across the web ● Ensure information accuracy across AI-generated responses, youtube search, and travel blogs ● Build sustainable credibility signals not artificial amplification 4. Brand voice governance ● Ensure tone consistency across: ○ review responses ○ community interactions ○ agency communications ● Develop and maintain a structured brand response playbook ● Ensure communication reflects transparency, accountability, and customer-first values 5. Brand intelligence & reporting ● Maintain dashboards tracking: ○ sentiment score trends ○ rating movements ○ AI discovery visibility ○ keyword presence ○ corridor-wise perception ● Present monthly brand perception reports to leadership ● Identify systemic gaps affecting customer trust and brand credibility 6. Surveys & ground perception tracking ● Conduct: ○ online brand perception surveys ○ corridor-wise perception analysis ○ city-level brand trust studies ● Coordinate with on-ground teams for passenger feedback collection ● Translate perception insights into structured brand and product inputs 7. Agency & vendor liaison ● Coordinate with ORM and monitoring agencies ● Monitor response quality and tone alignment ● Maintain ethical and transparent review practices Required skills ● 2+ years experience in marketing, brand, digital, orm, or project management ● strong written and verbal communication skills ● strong analytical ability and reporting skills ● high ownership mindset ● ability to manage cross-functional stakeholders ● structured problem-solving orientation ● understanding of seo, ai search, and digital reputation ecosystems

Requirements

• strong written and verbal communication skills
• strong analytical ability and reporting skills
• high ownership mindset
• ability to manage cross-functional stakeholders
• structured problem-solving orientation

Preferred Technologies

• strong written and verbal communication skills
• strong analytical ability and reporting skills
• high ownership mindset
• ability to manage cross-functional stakeholders
• structured problem-solving orientation

About the company

Founded in 2019, zingbus is building the most trusted brand for intercity travel. Keeping reliability and safety at the core, we are building a two-sided platform that delivers standardized journey experience for travelers and increased earnings for our supply partners. We connect 300+ cities across the country through our daily services and have served 2.5 Mn+ unique customers so far and are aggressively working towards the fleet electrification and establishment of charging technology and infrastructure. Raised Series A from Y Combinator, InfoEdge, AdvantEdge, and other prominent investors from India and Silicon Valley. Additionally, secured a significant investment of $9 million from bp Ventures.