Customer Operations Manager

About the role

The Customer Operations Manager focuses on front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Manager directs processes and activities of frontline employees and may assist the Senior Customer Operations Manager in overseeing a brand or department to ensure maximum performance through superior operational leadership, strong communication, and efficiency. This role provides overall leadership to customer operations employees, with responsibility for operating performance, customer satisfaction, positive employee culture, service, budgets, safety, and vendor relations. Depending on location size, the Manager may lead a brand, a function, or all brands.

Responsibilities

• Oversee daily customer operations and revenue generation for assigned function.
• Lead and support processes to meet and exceed customer expectations, ensuring alignment of the sales force with sales methods and processes.
• Resolve customer issues to ensure a positive experience.
• Proactively drive the sales process to create a dynamic, customer-focused commercial organization focused on selling value-added solutions (VAS).
• Champion productivity improvements through employee involvement and accountability; ensure adherence to Standards of Work (SOW).
• Engage in effective communication plans to build employee engagement and achieve business results.
• Conduct timely and constructive performance evaluations.
• Participate in the recruiting process as required.
• Provide management with updates and indicators as requested.
• Stay current on all administrative duties according to company policy.

Requirements

• 1-3 years’ experience in Customer Service or Operations; Car Rental, Hospitality, or Tourism experience preferred.
• High School Diploma required; Bachelor’s Degree preferred.
• Moderate proficiency in Microsoft Office Suite.
• Ability to collaborate with internal and external stakeholders.
• Flexible and adaptable; ability to work effectively in ambiguous situations.
• Excellent verbal and written communication skills.
• Ability to address and resolve customer service challenges.
• Results-driven with strong decision-making and problem-solving skills.
• Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team.
• Ability to drive process and organizational change.
• Strong influencing skills.
• Ability to motivate teams and maintain a positive attitude in a fast-paced environment.
• Ability to work under minimal supervision with a goal-oriented mindset.
• Big-picture thinking with strong critical thinking and decision-making skills.
• Excellent organization, time management, delegation, and prioritization skills.
• Courageous leadership and accountability.

Benefits

• Starting salary of $55,000 annually.
• Bonus eligibility.
• Stock and stock options eligibility.
• Profit-sharing eligibility.
• Reimbursement for travel expenses (as applicable, per company policy).
• Paid Time Off: accruals start at 1.25 days per month, plus 4 floating holidays and 9 paid observed holidays.
• Up to 40% off the base rate of any standard Hertz rental.
• Medical, dental, and vision plan options.
• Hertz-paid Basic Life Insurance (coverage equal to one-times your base annual pay).
• Retirement programs, including 401(k) employer matching: Hertz matches dollar-for-dollar on the first 3% contributed and 50 cents per dollar on the next 2%.
• Paid parental leave and adoption assistance.
• Employee Assistance Program for employees and family.
• Educational reimbursement and discounts.
• Voluntary insurance programs: pet, legal/identity theft, critical illness.
• Perks and discounts: theme park tickets, gym discounts, and more.

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, and Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, the Caribbean, Latin America, Africa, the Middle East, Asia, Australia, and New Zealand. Hertz is one of the largest worldwide airport general use vehicle rental companies, with a globally recognized brand.