Customer Operations Manager

Hertz • Boston, MA

1d

About The Position

The Customer Operations Manager leads front-of-the-house processes, customer service, and revenue generation as a member of 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 to support strong performance through operational leadership, communication, and efficiency. Depending on location size, the Manager may lead a brand or function, or all brands. The role provides overall leadership to customer operations employees and is responsible for operating performance, customer satisfaction, employee culture, service, budgets, safety, and vendor relations.

The listed salary is $62,000 per year. Hertz describes benefits including rental discounts, paid time off, medical, dental and vision plans, retirement programs with employer matching, paid parental leave and adoption assistance, an employee assistance program, education reimbursement and discounts, voluntary insurance programs, and other perks and discounts.

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 and ability to make decisions and help solve problems.
• Ability to build and lead a diverse, high-performing, results-oriented, highly engaged team.
• Ability to drive process and organizational change and influence others.
• 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 understand 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

• Car rental, hospitality, or tourism experience preferred.
• Bachelor’s degree preferred.

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 support a positive customer experience.
• Drive the sales process and develop a dynamic, customer-focused commercial organization focused on selling value-added solutions.
• Champion productivity improvements through employee involvement and accountability, and ensure employees follow Standards of Work.
• Implement effective communication plans that 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.
• Provide leadership for operating performance, customer satisfaction, employee culture, service, budgets, safety, and vendor relations.

Benefits

• Up to 40% off the base rate of any standard Hertz rental.
• Paid time off.
• Medical, dental, and vision plan options.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED