Manager Partner Performance

Hertz•Atlanta, GA

13h•$90,000

About The Position

The Manager, Partner Performance will monitor and oversee the daily operations of the outsourced organization and manage the relationship between the organization and service providers. The Manager will ensure that partners meet end-to-end service delivery requirements and follow appropriate Hertz processes. The Manager will also quickly and effectively handle all appropriate customer escalations and service level and quality concerns. This position will optimize opportunities to enhance the customer experience and delivery of services with exceptional care and quality. A successful candidate will have a passion for delivering exceptional customer service.

Requirements

Bachelor’s degree in business or related field or equivalent work experience, required
Minimum 4 years’ leadership in a customer service or sale environment, required
Minimum 4 years’ experience working in a matrix organization with vendor relationships, required
Experience monitoring supplier/vendor contracts.
Ability to motivate a team and keep a positive attitude in a high-volume and fast-paced operation.
Ability to drive and support process and organizational change.
Ability to work under minimal supervision with a goal-oriented mindset.
Excellent verbal and written communication skills.
Excellent organization, time management, and prioritization skills.
Strong critical thinking and decision-making skills.
Courageous leadership and accountability.
Dedication to providing excellent customer experience
Proficiency in MS Office, required

Nice To Haves

Six Sigma, project management, or process improvement experience, preferred
Proficiency in Hertz software GAR, DASH, PC Excalibur, Carrent, CRM, Sales Systems, NICE, and Salesforce, preferred

Responsibilities

Develop and implement value-added service (VAS) optimization strategies to maximize attachment rates and revenue per rental across channels & LOB’s
Manage outsource partner functions and relationships, including internal and external support teams.
Analyze trends across brands, locations, and queues to drive change, increase efficiency, and reduce costs at partner locations. Present data to internal and external stakeholders at all levels.
Establish, develop, and maintain relationships with the outsource partner network. Collaborate with partners to review performance, improvement initiatives, and related items outlined in partner contracts.
Monitor partner and Hertz compliance with contract terms and conditions. Perform evaluation, measurement, documentation, and coordination of contract/relationship activities including assessing performance, recommending contract modifications and scope changes, and approving partner activities in accordance with contract terms and service level agreements.
Counsel partners regarding all aspects of production to align with contractual obligations including customer service issues, attendance, attrition, training, coaching, quality, and driving the right cultural alignment.
Collaborate with internal support teams to continuously improve and enhance the customer experience.
Act as point-of-contact across all Hertz brands and partner locations.
Evaluate processes and recommend alternatives for process and productivity improvement.
Partner with internal stakeholders to prioritize resources for site visits and training, as required.
Assist in implementing new contact queues at new or existing customers, as needed.
Other duties and projects as assigned.