Manager Customer Experience - Strategy

Hertz•Atlanta, GA

About The Position

The Customer Experience Manager leads customer experience strategy and continuous improvement initiatives to deliver a best-in-class, customer-centric experience across all locations. This highly visible individual contributor role partners with leaders across Operations, Analytics, Product, Technology, Marketing, and Customer Care to translate customer insights into scalable solutions that improve service delivery, streamline processes, and enhance business performance. The ideal candidate is a strategic project leader who can drive initiatives from concept through implementation, leveraging data, automation, and cross-functional collaboration to eliminate customer pain points, improve operational efficiency, and create consistent customer experiences. This role regularly partners with frontline teams and senior leadership to identify opportunities, implement improvements, and support key business objectives.

Requirements

Bachelor's degree required; preferred in Business, Hospitality, Industrial Engineering, or a related field.
Minimum of 5 years of experience in Customer Experience, project/program management, service design, or operational transformation roles.
Experience in travel, hospitality, retail, or other service-oriented industries where in-person customer experiences are central to the business.
Demonstrated success leading change initiatives across matrixed organizations and partnering with cross-functional teams.
Strong analytical skills with the ability to leverage data, dashboards, AI, and trend analysis to drive customer experience improvements and influence business decisions.
Proven project leadership skills with the ability to manage timelines, align stakeholders, remove obstacles, and drive execution from concept to implementation.
Excellent communication and interpersonal skills, with the ability to effectively engage frontline teams and present to senior leadership.
Strong systems-thinking mindset with the ability to balance customer needs, employee experience, operational efficiency, compliance requirements, and business objectives.
Adaptable, proactive, and customer-focused, with a continuous improvement mindset and a passion for enhancing the customer experience.

Responsibilities

Lead customer experience initiatives from concept through implementation, driving measurable improvements across key customer touchpoints.
Own the customer experience strategy for assigned areas, including communications, service recovery, and rental pickup and return experiences.
Partner with Insights & Analytics to translate customer, operational, and field data into actionable recommendations and prioritized improvement plans.
Collaborate with frontline and operational leaders to identify experience gaps and implement scalable solutions.
Design, test, and enhance customer experience initiatives in partnership with Operations, Product, Technology, and Customer Care teams.
Lead cross-functional projects using structured project management practices, ensuring clear accountability, timelines, risk mitigation, and adoption plans.
Present recommendations, progress updates, and results to cross-functional teams and senior leadership, including VP-level stakeholders.
Support the development of customer experience measurement strategies, including journey analytics and key performance indicators.
Contribute to frontline enablement through process improvements, communication strategies, training support, and tools that promote consistent service delivery.