Senior Product Manager - Concierge Curbside Pick Up Experience

Hertz•Atlanta, GA

About The Position

Concierge Curbside Pickup is Hertz’s premium pickup experience, providing seamless curbside delivery or self-service vehicle pickup through digital and mobile channels. Currently offered to Platinum members, the program is built to scale across additional customer segments and markets. As part of the Consumer Experience team, you will lead key components of the end-to-end concierge journey, partnering with cross-functional teams to eliminate friction, improve service performance, and deliver a consistently exceptional customer experience.

Requirements

Bachelor's degree required; MBA or Master's degree preferred.
5+ years of product management experience leading customer-facing products through the full product lifecycle, with a proven track record delivering premium, high-touch experiences that drive measurable customer and business outcomes.
Experience defining product strategy, managing roadmaps, prioritizing initiatives, and balancing complex trade-offs across digital, operational, and customer service environments.
Strong customer-centric mindset with expertise in service design, journey mapping, identifying pain points, and developing effective service recovery solutions.
Proven ability to influence and align cross-functional teams—including operations, field stakeholders, design, research, engineering, and customer support—without direct authority.
Strong analytical skills with experience defining KPIs, measuring performance, analyzing funnels, and using experimentation and data to drive product decisions.
Ability to contribute to technical discussions involving product architecture, APIs, integrations, reliability, and workflow/tool development; experience improving frontline operational tools is a plus.
Exceptional verbal and written communication skills, with demonstrated success influencing senior leaders, including VP- and C-level stakeholders.
Comfortable navigating ambiguity, making high-impact decisions, and maintaining a high standard of execution and customer experience.

Nice To Haves

MBA or Master's degree preferred.
Experience improving frontline operational tools is a plus.

Responsibilities

Set the Concierge curbside pickup vision, identify opportunities, and build customer-facing and service-enabled products that raise the bar for premium rental pickup.
Own the end-to-end roadmap across booking, preferences, pickup, during-rental support, returns, and service recovery, ensuring cross-channel continuity (web/app/agents/airport).
Collaborate with stakeholders across UX, data science, BI, engineering, finance, legal, marketing, and operations to align on outcomes and deliver at scale.
Elevate instrumentation and analytics across the Concierge journey, including customer journey metrics and system performance (e.g. latency, uptime) as well as experience SLAs (e.g. wait time, fulfillment accuracy, resolution time).
Monitor premium travel and luxury service trends, build strategies and business cases, gain buy-in with senior execs (VP, C-level), and drive adoption across markets.