General Manager, Customer Operations

Hertz•Burlington, VT

11d•$75,000 - $95,000

About The Position

The General Manager, Customer Operations is responsible for the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The General Manager will oversee customer operations of a location ensuring maximum performance and efficiency while providing overall leadership to employees by maintaining a positive employee culture, customer satisfaction, safety, service, budgets, and vendor relations. This position is responsible for having in-depth knowledge of operations, management, logistics, technology and financial disciplines across all functions and all brands at a location.

Requirements

5+ years’ experience in Customer Service or Operations Managment; Car Rental, Hospitality or Tourism preferred
Bachelor’s Degree, preferred
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; ability to work effectively in ambiguous situations
Excellent verbal and written communication skills
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 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.

Responsibilities

Actively fosters a culture that provides the “Best in Class” service
Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused organization focused on selling value-added services
Ensures achievement of profitability while protecting the value offering
Implements and drives innovative and creative methods and processes to meet and exceed customer expectations
Constantly champions productivity improvements via employee involvement and accountability
Partners with Finance to maximize cash management through reducing non-fleet receivables
Develops cross-functional talent effectively within the Organization in order to foster a high performing culture and holds all location management accountable for the effective management of their teams
Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
Develop effective tactical plans and operationally execute the company strategy, as cascaded by the Area Vice President
Creates a culture of partnership and open mindedness at all levels through effective collaboration across the organization
Generates innovative ideas and solutions to problems and constantly strives to improve business results and stay ahead of the competition
Establish and deliver location-specific performance standards/goals and ensure execution
Conducts performance evaluations that are timely and constructive