Customer Operations Manager

The Hertz Corporation stands as one of the most prominent names in the global car rental industry, operating well-known brands such as Hertz, Dollar Car Rental, and Thrifty Car Rental across approximately 9,700 corporate and franchisee locations worldwide. Spanning North America, Europe, the Caribbean, Latin America, Africa, the Middle East, Asia, Australia, and New Zealand, Hertz has an extensive presence and is recognized as a global leader in airport vehicle rental services. The company is committed to fostering a diverse and inclusive workplace culture, where talent, perspectives, and unique experiences are valued as key drivers of their ongoing success and reputation. The company's commitment to equal employment opportunities reinforces its dedication to a dynamic, forward-thinking workforce.

The role of Customer Operations Manager at Hertz focuses primarily on front-of-the-house processes to ensure an exceptional customer experience and the maximization of revenue. Serving as a key leader within the Customer Operations team, the Manager is entrusted with directing the activities and processes of frontline employees. This leadership position requires a strong operational focus, superior communication skills, and a dedication to efficiency across all customer touchpoints.

In this role, the Customer Operations Manager assists the Senior Customer Operations Manager in supervising a brand or department within a location to boost overall performance. The Manager is actively responsible for overall operational effectiveness, customer satisfaction, cultivating a positive employee culture, managing budgets, ensuring safety protocols are followed, and maintaining strong vendor relationships. Depending on the size of the location, this leadership role may extend to overseeing multiple brands or specific operational functions.

The Customer Operations Manager drives daily customer operations and revenue generation efforts, supporting processes that exceed customer expectations and align sales efforts with effective sales methods. This role demands the resolution of customer issues to maintain positive experiences and the proactive promotion of sales processes that create a dynamic, customer-focused commercial organization focused on offering value-added solutions (VAS).

Championing productivity improvements through employee involvement and accountability is central to this position. The Manager ensures that team members adhere to established Standards of Work (SOW) and implements effective communication strategies aimed at building employee engagement to achieve key business goals. Performance evaluations are conducted in a timely and constructive manner, and active participation in the recruitment process is expected when needed.

This position offers an annual salary of $55,000 and places emphasis on leadership qualities such as courageous decision-making, accountability, and motivation in a fast-paced environment. The ideal candidate will demonstrate the ability to collaborate effectively, adapt to ambiguous situations, and lead diverse, high-performing teams that are results-oriented and highly engaged. Strong organizational, time management, delegation, and prioritization skills are essential for success in this role.

With a comprehensive benefits package including paid time off, medical, dental, and vision plan options, 401(k) employer matching, paid parental leave and adoption assistance, employee assistance programs, educational reimbursement and discounts, as well as voluntary insurance offerings, Hertz ensures that its employees receive well-rounded support and development opportunities. Additional perks such as theme park tickets, gym discounts, and more contribute to a positive and rewarding work environment.