Job Overview
Employment Type
Full-time
Compensation
Salary
Exact $62,400.00
Work Schedule
Standard Hours
Benefits
Up to 40% off the base rate of any standard Hertz Rental
Paid Time Off
Medical insurance
Dental Insurance
Vision plan options
retirement programs
Paid parental leave
Adoption assistance
Employee assistance program
Educational Reimbursement
Voluntary insurance programs
perks and discounts
Job Description
The Hertz Corporation is a globally recognized leader in the vehicle rental industry, operating well-known brands such as Hertz, Dollar Car Rental, and Thrifty Car Rental. With approximately 9,700 corporate and franchisee locations spanning North America, Europe, the Caribbean, Latin America, Africa, the Middle East, Asia, Australia, and New Zealand, Hertz represents one of the largest airport general-use vehicle rental companies worldwide. The company is celebrated for its strong legacy, exceptional customer service, and commitment to innovation and quality in the rental experience, making it a preferred choice for travelers and customers internationally.
The role of Customer Operations Manager at Hertz is pivotal in driving front-of-the-house processes, enhancing customer service, and maximally generating revenue across assigned functions. This leadership position focuses on managing both people and operations in a dynamic, customer-centric environment. As a Customer Operations Manager, you will be responsible for overseeing daily operations and ensuring a smooth and efficient service delivery that meets or exceeds customer expectations. Central to this role is providing operational leadership to frontline employees, facilitating communication, and ensuring efficient workflows that contribute to the overall success of the location or specific brand within the Hertz portfolio.
In this role, you will work closely with the Senior Customer Operations Manager and potentially lead a brand or function, with responsibilities potentially expanding depending on the size of the location. Your leadership will extend to fostering a culture of service excellence, employee engagement, and safety while managing budgets and vendor relationships effectively. A significant aspect of the position includes resolving customer issues promptly to maintain a positive experience for all patrons. You're expected to champion productivity by engaging employees in standard operating procedures and encouraging accountability.
The Customer Operations Manager will also be responsible for driving sales processes and encouraging the commercial team to focus on selling value-added solutions, enhancing overall revenue generation. You will play a crucial role in recruiting new talent, evaluating employee performance, and maintaining effective communication plans to build a highly motivated and results-driven team. This position offers a salary of $62,400, reflecting the critical responsibilities and expected leadership qualities you bring to the Hertz brand.
Joining Hertz means being part of a diverse and inclusive culture that champions equality and celebrates unique perspectives, experiences, and talents. Hertz invests in its employees through various benefits, including health plans, retirement programs, paid time off, and numerous perks. With the opportunity to work in a fast-paced environment alongside a dedicated team, the Customer Operations Manager role provides a platform to develop your leadership skills while contributing to the ongoing success and reputation of a leading global rental company.
The role of Customer Operations Manager at Hertz is pivotal in driving front-of-the-house processes, enhancing customer service, and maximally generating revenue across assigned functions. This leadership position focuses on managing both people and operations in a dynamic, customer-centric environment. As a Customer Operations Manager, you will be responsible for overseeing daily operations and ensuring a smooth and efficient service delivery that meets or exceeds customer expectations. Central to this role is providing operational leadership to frontline employees, facilitating communication, and ensuring efficient workflows that contribute to the overall success of the location or specific brand within the Hertz portfolio.
In this role, you will work closely with the Senior Customer Operations Manager and potentially lead a brand or function, with responsibilities potentially expanding depending on the size of the location. Your leadership will extend to fostering a culture of service excellence, employee engagement, and safety while managing budgets and vendor relationships effectively. A significant aspect of the position includes resolving customer issues promptly to maintain a positive experience for all patrons. You're expected to champion productivity by engaging employees in standard operating procedures and encouraging accountability.
The Customer Operations Manager will also be responsible for driving sales processes and encouraging the commercial team to focus on selling value-added solutions, enhancing overall revenue generation. You will play a crucial role in recruiting new talent, evaluating employee performance, and maintaining effective communication plans to build a highly motivated and results-driven team. This position offers a salary of $62,400, reflecting the critical responsibilities and expected leadership qualities you bring to the Hertz brand.
Joining Hertz means being part of a diverse and inclusive culture that champions equality and celebrates unique perspectives, experiences, and talents. Hertz invests in its employees through various benefits, including health plans, retirement programs, paid time off, and numerous perks. With the opportunity to work in a fast-paced environment alongside a dedicated team, the Customer Operations Manager role provides a platform to develop your leadership skills while contributing to the ongoing success and reputation of a leading global rental company.
Job Requirements
- high school diploma
- 1-3 years experience in customer service or operations
- car rental, hospitality or tourism experience preferred
- moderate proficiency in microsoft office suite
- excellent verbal and written communication skills
- ability to collaborate with internal and external stakeholders
- flexible and adaptable
- ability to work effectively in ambiguous situations
- results driven
- ability to make decisions and help solve problems
- ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team
- ability to influence
- ability to motivate teams and keep a positive attitude in a fast-paced environment
- ability to work under minimal supervision with a goal-oriented mindset
- excellent organization, time management, delegation, and prioritization skills
Job Qualifications
- 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
- ability to make decisions and help solve problems
- ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team
- ability to drive process and organizational change
- ability to influence
- ability to motivate teams and keep a positive attitude in a fast-paced environment
- ability to work under minimal supervision with a goal-oriented mindset
- ability to see the big picture and leverage critical thinking and decision-making skills
- excellent organization, time management, delegation, and prioritization skills
- courageous leadership and accountability
Job Duties
- Responsible for daily customer operations and revenue generation for their assigned function
- leads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
- resolves customer issues, ensuring a positive customer experience
- pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)
- constantly champions productivity improvements via employee involvement and accountability
- ensures employees are following the Standards of Work (SOW)
- actively engages in effective communication plans focused on building employee engagement in order to achieve business results
- conducts performance evaluations that are timely and constructive, where applicable
- participates in the recruiting process, as required
- provides management with various updates and indicators as requested
- remains current on all administrative duties according to company policy
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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