Customer Operations Manager

Hertz•Albuquerque, NM

12h

About The Position

The Customer Operations Manager leads front-of-the-house processes, customer service, and revenue generation as part of the Customer Operations team. The role directs frontline employee processes and activities and may assist the Senior Customer Operations Manager in overseeing a brand or department, ensuring strong operational performance, customer satisfaction, employee culture, service, budget and safety oversight, and effective vendor relations. Depending on location size, the Manager may lead a brand, a function, or all brands.

Requirements

1–3 years of experience in customer service or operations.
High school diploma.
Moderate proficiency in Microsoft Office Suite.
Ability to collaborate with internal and external stakeholders.
Flexibility and adaptability, including the ability to work effectively in ambiguous situations.
Excellent verbal and written communication skills.
Ability to address and resolve customer service challenges.
Results-driven approach, 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 influence and motivate teams while maintaining 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

Manage daily customer operations and revenue generation for the assigned function.
Lead and support processes that meet or exceed customer expectations and align the sales force with sales methods and processes.
Resolve customer issues and ensure a positive customer experience.
Drive a proactive sales process and develop a dynamic, customer-focused commercial organization that sells value-added solutions.
Promote productivity improvements through employee involvement and accountability, and ensure employees follow Standards of Work.
Use effective communication plans to build employee engagement and achieve business results.
Conduct timely and constructive performance evaluations, where applicable.
Participate in recruiting as required.
Provide management with updates and indicators as requested.
Keep administrative duties current in accordance with company policy.

Benefits

Eligible for bonus, stock, stock options, and profit sharing.
Reimbursement for travel expenses, as applicable and according to company policy.
Paid time off, vacation, floating holidays, and paid observed holidays.
Medical, dental, and vision plan options.
Hertz-paid basic life insurance equal to one times base annual pay.
Retirement programs, including 401(k) employer matching.
Paid parental leave and adoption assistance.
Employee Assistance Program for employees and family.
Educational reimbursement and discounts.
Voluntary insurance programs, including pet, legal/identity theft, and critical illness coverage.
Perks and discounts, including theme park tickets and gym discounts.