Manager Customer Care, Multi-Month & IFR

Hertz•Oklahoma City, OK

6d•$90,000

About The Position

What You’ll Do: Lead and Develop a High-Performing Operational Team Manage a team of hourly support agents and frontline supervisors. Set clear goals, SLAs, and expectations for service quality and productivity. Build team capabilities in problem solving, communication, and operational discipline. Foster a culture of accountability, excellence, and continuous improvement. Optimize the Multi-Month Customer Experience Map and refine the end-to-end multi-month rental journey. Improve onboarding, renewals, exchanges, payment workflows, and retention processes. Partner with Product & Technology teams to evaluate automation and digital enhancements. Build reporting frameworks to monitor KPIs and customer experience metrics. Drive Automation & Efficiency for Insurance Fleet Replacement (IFR) Evaluate IFR workflows across claims intake, rental initiation, servicing, and exchanges. Identify inefficiencies, manual processes, and policy bottlenecks. Propose automation and simplification strategies. Collaborate with insurance partners and internal teams to implement scalable changes. Use Data & Insights to Inform Decision-Making Perform independent data exploration using Excel, BI tools, or basic Python notebooks. Conduct root-cause analysis for recurring issues. Present insights and recommendations to leadership and cross-functional partners. Cross-Functional Leadership & Execution Serve as subject matter expert for multi-month and IFR servicing. Collaborate with Fleet Sales, Care, WFM, Vendor Governance, and Technology teams. Create scalable SOPs, playbooks, and training materials. Support change management and monitor adoption of new workflows. The starting salary for this role is $90K, commensurate with experience. What We’re Looking For: You’re a collaborative operator who can influence through partnerships and data. You understand how to turn insights into action in ways that improve both the customer experience and the bottom line.

Requirements

Highschool Diploma or equivalent required.
Strong customer-centric mindset with ability to interpret journey metrics.
Proven people leadership experience managing supervisors and frontline employees.
Strong analytical and problem-solving skills.
Experience in process improvement or operational excellence.
Excellent communication and cross-functional influence.
Proficiency with Excel, BI tools, and AI-assisted workflows.
Experience in car rental, fleet operations, or transportation industries

Nice To Haves

Bachelor’s degree preferred
3+ years’ experience in customer care, fleet servicing, rental operations, or CX
Experience analyzing operational datasets and building business cases
Familiarity with Python or willingness to learn
Experience with building workflow automation or self-service solutions

Responsibilities

Lead and Develop a High-Performing Operational Team
Manage a team of hourly support agents and frontline supervisors.
Set clear goals, SLAs, and expectations for service quality and productivity.
Build team capabilities in problem solving, communication, and operational discipline.
Foster a culture of accountability, excellence, and continuous improvement.
Optimize the Multi-Month Customer Experience
Map and refine the end-to-end multi-month rental journey.
Improve onboarding, renewals, exchanges, payment workflows, and retention processes.
Partner with Product & Technology teams to evaluate automation and digital enhancements.
Build reporting frameworks to monitor KPIs and customer experience metrics.
Drive Automation & Efficiency for Insurance Fleet Replacement (IFR)
Evaluate IFR workflows across claims intake, rental initiation, servicing, and exchanges.
Identify inefficiencies, manual processes, and policy bottlenecks.
Propose automation and simplification strategies.
Collaborate with insurance partners and internal teams to implement scalable changes.
Use Data & Insights to Inform Decision-Making
Perform independent data exploration using Excel, BI tools, or basic Python notebooks.
Conduct root-cause analysis for recurring issues.
Present insights and recommendations to leadership and cross-functional partners.
Cross-Functional Leadership & Execution
Serve as subject matter expert for multi-month and IFR servicing.
Collaborate with Fleet Sales, Care, WFM, Vendor Governance, and Technology teams.
Create scalable SOPs, playbooks, and training materials.
Support change management and monitor adoption of new workflows.