Customer Operations Manager

The Hertz Corporation is a global leader in vehicle rental services, operating renowned brands such as Hertz, Dollar Car Rental, and Thrifty Car Rental. With approximately 9,700 corporate and franchisee locations across North America, Europe, the Caribbean, Latin America, Africa, the Middle East, Asia, Australia, and New Zealand, Hertz stands as one of the largest and most recognized airport general use vehicle rental companies worldwide. The company is dedicated to providing exceptional customer experiences and values diversity and inclusion as key components of its success and reputation. Hertz fosters a culture where employees from all backgrounds and experiences contribute their talents daily, driving the company towards continued growth and excellence.

The Customer Operations Manager role at Hertz is a pivotal position within the Customer Operations team, focusing primarily on front-of-the-house processes, customer service, and maximizing revenue. This role involves directing the activities and processes of frontline employees to ensure peak operational performance, while also supporting the Senior Customer Operations Manager in overseeing a brand or department as needed. Leadership in this capacity entails responsibility for customer satisfaction, positive employee culture, service quality, budgeting, safety protocols, and vendor relations.

As a Customer Operations Manager, you will be expected to take charge of daily customer operations and revenue generation for your assigned function. You will lead initiatives to meet and exceed customer expectations by aligning the sales force with effective sales methods and processes. Resolving customer issues promptly to maintain a positive customer experience is a critical part of this position. Additionally, you will actively promote a customer-focused commercial environment that emphasizes value-added solutions. This role requires a constant drive toward productivity improvements through employee engagement and accountability, as well as ensuring adherence to company Standards of Work.

Effective communication is essential in this role, as you will be responsible for building employee engagement and delivering timely performance evaluations. Participation in recruiting efforts is also part of your responsibilities. Regular reporting to management and maintaining current administrative duties according to company policies will be required.

The ideal candidate will have 1-3 years of experience in Customer Service or Operations, with a preference for backgrounds in Car Rental, Hospitality, or Tourism. A High School Diploma is required, while a Bachelor's Degree is preferred. Proficiency in Microsoft Office and strong collaboration skills with internal and external stakeholders are also important. The ability to adapt in ambiguous situations, excellent communication skills, and a results-driven mindset are necessary to succeed. You should be capable of resolving customer service challenges, leading and motivating diverse and high-performing teams, driving organizational change, and maintaining a positive attitude in a fast-paced environment.

Hertz offers a competitive starting salary of $70,304 annually, commensurate with experience, along with eligibility for bonuses, stock options, profit sharing, and multiple bonus plans. Additional benefits include reimbursement for travel expenses as per company policy, paid time off, vacation, paid observed holidays, and a comprehensive benefits program. Employees also enjoy discounts on Hertz rentals, medical, dental, and vision plans, life insurance, retirement programs with 401(k) matching, paid parental leave, adoption assistance, employee assistance programs, educational reimbursement and discounts, voluntary insurance plans, and various perks and discounts such as theme park tickets and gym memberships.

Joining Hertz means becoming part of a diverse and inclusive culture that values your unique perspectives and talents, empowering you to grow professionally while delivering outstanding service to customers around the world.