Customer Operations Manager

Focuses on front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. 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. Provides overall leadership to customer operations employees with responsibility for operating performance, customer satisfaction, employee culture, service, budgets, safety, and vendor relations. May lead a brand or function depending on location size.

Responsibilities

• Responsible for daily customer operations and revenue generation for assigned function
• Leads and supports processes to meet and exceed customer expectations, ensuring alignment of the sales force with sales methods and processes
• Resolves customer issues, ensuring a positive customer experience
• Proactively drives the sales process to create a dynamic, customer-focused commercial organization focused on selling value-added solutions (VAS)
• Champions productivity improvements via employee involvement and accountability; ensures employees follow Standards of Work (SOW)
• Actively engages in communication plans to build employee engagement and achieve business results
• Conducts timely and constructive performance evaluations
• Participates in the recruiting process as required
• Provides management with updates and indicators as requested
• Remains 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
• Results-driven with strong decision-making and problem-solving skills
• Ability to build and lead a diverse, high-performing, and engaged team
• Ability to drive process and organizational change
• Strong influencing and motivational skills
• Ability to maintain a positive attitude in a fast-paced environment
• Works 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

• Up to 40% off the base rate of any standard Hertz Rental
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs (Pet, Legal/Identity Theft, Critical Illness)
• Perks & Discounts (Theme Park Tickets, Gym Discounts, and more)

Pay

$50,000/yr