Manager, CX Ops Enablement
About The Position
The Manager, CX Operations acts as the regional customer experience leader responsible for improving CX performance across an assigned region. This role partners with Regional VPs, City Managers, District Managers, and location teams to drive execution, accountability, and adoption of CX initiatives across the region’s network of locations. This leader is the primary field-facing extension of the CX Operations Enablement team, translating enterprise CX standards and priorities into consistent, on-the-ground execution. Success requires strong field credibility, hands-on coaching skill, and the ability to hold frontline leaders accountable for measurable improvements in customer experience. This position reports to the Sr. Director, CX Operations Enablement.
Requirements
- Bachelor’s degree in Business, Operations, Customer Experience, or a related field.
- 5+ years of experience in multi-unit operations, customer experience, or field performance management.
- Proven ability to influence and drive accountability with field leaders without direct authority.
- Strong analytical and problem-solving skills, with comfort using performance data to guide action.
- Willingness to travel extensively within the assigned region.
Nice To Haves
- Experience in car rental, travel, hospitality, retail, or airline industries.
- Background coaching or developing frontline and district-level leaders.
- Familiarity with CX measurement systems and Voice of Customer programs.
Responsibilities
- Monitor and evaluate location-level CX performance and service standard compliance across the region.
- Own regional visibility into NPS, Google Reviews, complaints, and service recovery outcomes.
- Identify performance trends, gaps, and outliers across districts and locations within the region.
- Partner with field leaders — Regional VPs, District Managers, and City Managers — to develop and execute performance improvement plans.
- Work directly with location teams to address root causes impacting customer experience.
- Drive accountability for CX outcomes at the district and location level.
- Drive adoption of CX initiatives, technology, training, and operational best practices across the region.
- Support rollout and sustainment of enterprise CX programs, ensuring consistent execution at the location level.
- Provide field feedback to the Sr. Director, CX Operations Enablement to help refine programs and tools.
- Conduct location reviews to identify gaps in execution and service standard adherence.
- Coach field leaders on customer experience and service performance, building capability across the region.
- Reinforce a customer-centric culture through regular presence, observation, and structured feedback.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
