Customer Operations Manager

The Hertz Corporation is a globally recognized leader in the vehicle rental industry operating three major brands: 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 airport general use vehicle rental companies in the world. Renowned for its strong brand recognition, the company prioritizes excellent customer service, operational efficiency, and employee engagement. Hertz is committed to fostering a diverse and inclusive workplace, encouraging candidates from various backgrounds to apply and contribute unique perspectives to its ongoing success and reputation.

The Customer Operations Manager role at Hertz focuses primarily on front-of-house processes, customer service excellence, and maximizing revenue as a key leader within the Customer Operations team. This position entails leading and managing the activities of frontline employees to ensure superior operational performance. The Manager plays a critical role in supporting the Senior Customer Operations Manager by overseeing a specific brand or department within the location. By doing so, the Manager helps ensure that the customer operations team functions efficiently and effectively toward meeting business goals.

This role involves comprehensive leadership responsibilities, including fostering a positive employee culture, managing service quality, and overseeing budgets and safety protocols. The Customer Operations Manager also manages vendor relations and may have direct leadership over either specific brands or the entire range of brands at a location, depending on the size and scope of operations.

With a salary of $55,000 per year, this full-time position emphasizes not only operational leadership but also customer satisfaction and employee development. The Manager is entrusted with driving daily revenue generation, aligning sales methods with customer expectations, and resolving customer issues to ensure positive experiences. Moreover, the role demands active involvement in productivity improvements by engaging employees and holding them accountable through adherence to established standards of work.

Effective communication is paramount, as the Manager routinely engages employees to build engagement and achieve business results. Responsibilities also include conducting timely and constructive performance evaluations, participating in recruitment, and providing management with updates and performance indicators. Administrative duties aligned with company policies are part of the role, ensuring that operational excellence is maintained at all times.

Overall, the Customer Operations Manager at Hertz is a dynamic leadership position integral to the company’s operational success and dedication to exceptional customer service in a fast-paced, customer-focused environment.