Customer Operations Manager

Responsibilities

The Customer Operations Manager leads frontline employees to ensure maximum operational performance, revenue generation, and high customer satisfaction. They are responsible for driving sales processes, managing budgets, and fostering a positive employee culture while ensuring adherence to company standards.

Requirements

Candidates should 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, along with proficiency in Microsoft Office and strong leadership capabilities.

Skills

• Customer service
• Operations management
• Revenue generation
• Team leadership
• Communication
• Problem solving
• Decision making
• Time management
• Delegation
• Prioritization
• Process improvement
• Microsoft Office Suite
• Strategic planning
• Performance management
• Recruiting
• Vendor relations

Benefits

• Paid Time Off
• Medical plan
• Dental plan
• Vision plan
• Retirement programs
• 401(k) employer matching
• Paid Parental Leave
• Adoption Assistance
• Employee Assistance Program
• Educational Reimbursement
• Discounts
• Voluntary Insurance Programs
• Pet insurance
• Legal/Identity Theft insurance
• Critical Illness insurance

About this role

The Customer Operations Manager focuses on the front-of-the-house processes,
customer service, and maximizing revenue as a leader on the Customer Operations
team. The Manager directs processes and activities of frontline employees and
may assist the Senior Customer Operations Manager in overseeing a brand or
department of the location to ensure maximum performance through superior
operational leadership, strong communication and maximum efficiency. The Manager
helps to provide overall leadership to customer operations employees with
responsibility for overall operating performance, customer satisfaction,
positive employee culture, service, budgets, safety, and vendor relations. The
Manager may lead a brand or a function and all brands, depending on the size of
the location. 

The salary for this position is $62,400.00

What You’ll Do:

* 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

What We’re Looking For:

* 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

What You’ll Get:

* 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 & more

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental
brands in approximately 9,700 corporate and franchisee locations throughout
North America, Europe, The Caribbean, Latin America, Africa, the Middle East,
Asia, Australia and New Zealand. The Hertz Corporation is one of the largest
worldwide airport general use vehicle rental companies, and the Hertz brand is
one of the most recognized in the world.
 

US EEO STATEMENT 
At Hertz, we champion and celebrate a culture of diversity and inclusion. We
take affirmative steps to promote employment and advancement opportunities. The
endless variety of perspectives, experiences, skills and talents that our
employees invest in their work every day represent a significant part of our
culture – and our success and reputation as a company. 
Individuals are encouraged to apply for positions because of the characteristics
that make them unique. 
EOE, including disability/veteran

About Hertz

Travel Arrangements · 10,001+ employees · headquartered in Estero, FL · founded 1918