Customer Operations General Manager II

Hertz•Lihue, HI

24d

About The Position

The General Manager II, Customer Operations leads front-of-the-house processes, customer service, and revenue maximization as part of the Customer Operations team. The role oversees customer operations at a location to maximize performance and efficiency, while providing leadership to employees and maintaining a positive employee culture, customer satisfaction, safety, service, budgets, and vendor relations. The position requires in-depth knowledge of operations, management, logistics, technology, and financial disciplines across all functions and brands at a location.

Requirements

6+ years of experience in customer service or operations management.
Moderate proficiency in Microsoft Office Suite.
Ability to collaborate with internal and external stakeholders across multiple functions and locations.
Ability to influence.
Flexible and adaptable, with the ability to work effectively in ambiguous situations.
Excellent verbal and written communication skills.
Results-driven, with the 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 motivate teams and maintain 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 use critical thinking and decision-making skills.
Excellent organization, time management, delegation, and prioritization skills.
Courageous leadership and accountability.

Nice To Haves

Experience in car rental, hospitality, or tourism.
Bachelor’s degree.

Responsibilities

Foster a culture that provides “Best in Class” service.
Drive the sales process to create a dynamic, customer-focused organization that sells value-added services.
Achieve profitability while protecting the value offering.
Implement innovative and creative methods and processes to meet and exceed customer expectations.
Champion productivity improvements through employee involvement and accountability.
Partner with Finance to maximize cash management by reducing non-fleet receivables.
Develop cross-functional talent and foster a high-performing culture; hold location management accountable for effective team management.
Engage in effective communication plans that build employee engagement and achieve business results.
Develop tactical plans and execute company strategy as cascaded by the Area Vice President.
Build partnership and open-mindedness at all levels through collaboration across the organization.
Generate innovative ideas and solutions, improve business results, and stay ahead of the competition.
Establish and deliver location-specific performance standards and goals, ensuring execution.
Conduct timely and constructive performance evaluations.