Manager Service Recovery

Hertz•Estero, FL

31d

About The Position

We are seeking a dynamic and operationally strong leader managing our Service Recovery function for North America Customer Care. As the Manager of Service Recovery, you will ensure that when customers experience challenges, we respond promptly, fairly, and with empathy, restoring confidence and strengthening the Hertz, Dollar, and Thrifty brands. Reporting to the Director of Operations, North America Customer Care, you will lead efforts to deliver exceptional recovery experiences that drive customer loyalty and retention You will be the critical link between our Customer Experience strategy and frontline recovery execution. Your mission: elevate recovery quality, consistency, and empathy across all customer touchpoints—whether in person, via chat, phone, or email. Beyond resolving issues, you’ll collaborate with internal stakeholders to identify root causes and implement systemic improvements that reduce the need for recovery altogether.

Requirements

Strong customer-centric mindset, skilled at identifying drivers behind key experience metrics (NPS, retention, resolution rates) and translating insights into actionable initiatives.
Advanced analytical and problem-solving skills comfortable interpreting performance data, diagnosing issues, and designing solutions independently.
Ability to balance operational efficiency (SLA, cost-per-contact) with customer impact, ensuring decisions serve both the customer and the business.
Exceptional communication and stakeholder management skills; adept at influencing cross-functional partners and driving accountability.
Passion for customer advocacy and continuous improvement, focused on creating recovery experiences that restore confidence and build loyalty.

Nice To Haves

5+ years’ experience in customer care, service recovery, or contact center operations with a proven track record of driving improvements through data-driven insights.
Bachelor’s degree is preferred in Business, Economics, Statistics, Finance, Marketing/Business Analytics or related fields.
Proficiency with data tools and dashboards (Excel or BI platforms) to pull, manipulate, and analyze data for real-time decision-making.
Comfortable working with data tools and dashboards (e.g., Excel or basic BI platforms), with the ability to independently pull, manipulate, and review operational or CX data.
Experience analyzing raw datasets, identifying trends or outliers, and extracting insights that inform strategy and performance improvement.
Basic familiarity with Python — enough to set up or run simple Python notebooks, perform elementary data analysis, or use AI-assisted tools (like Cursor, ChatGPT, or similar) to accelerate data tasks.
Resourcefulness and initiative in using light scripting or generative AI workflows to enhance productivity, troubleshoot issues, and support insight generation without needing formal engineering skills.