Avis First Experience Manager

Avis Budget Group • Parsippany-Troy Hills, NJ

2d • $110,000 - $150,000 • Onsite

About The Position

The Avis First Experience Manager is responsible for designing, optimizing, and managing the end-to-end digital customer journey for Avis First customers. This role serves as the primary owner of the customer experience from the moment a reservation is made through vehicle return, ensuring every digital touchpoint reflects the premium Avis First brand promise.

Requirements

• Bachelor's degree in related field
• 5+ years in Customer Experience, Digital Experience, Product Management, or Business Operations
• Proven track record managing cross-functional initiatives involving technology and operations
• Excellent communicator with the ability to influence across organizations without direct authority

Nice To Haves

• Experience in mobility, travel, hospitality, airline, or automotive

Responsibilities

• Own the Avis First customer journey across all digital touchpoints — booking, pre-arrival, pickup, in-rental, and return
• Identify customer pain points and lead initiatives that reduce friction while increasing customer satisfaction, ensuring every customer interaction aligns with the Avis First premium brand experience
• Lead the Avis First web/mobile app experience; partner with Product/IT to prioritize and deliver enhancements
• Optimize the biometric enrollment process to deliver a seamless customer experience while supporting fraud prevention objectives
• Own the digital tools and workflows that enable Avis First Concierges to deliver exceptional, consistent service
• Manage the Avis First chat experience, monitoring availability, response times, resolution rates, and customer satisfaction
• Partner with the Contact Center to ensure Avis First customers receive consistent, premium support and identify opportunities to improve issue resolution and reduce customer effort
• Develop and manage customer communications throughout the rental lifecycle in partnership with Marketing
• Analyze NPS, customer satisfaction, digital analytics, and operational metrics; present recommendations to senior leadership
• Lead cross-functional initiatives representing the voice of the customer in product development and operational planning

Benefits

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level