Sr. Product Manager - Platinum Experience

Hertz•Atlanta, GA

6d•$150,000

About The Position

Hertz Platinum is our most exclusive, invite-only member program for customers who expect a concierge level, frictionless, highly personalized rental experience. This role sits within Consumer Experience, improving how Platinum members discover, book, pick up, and enjoy Hertz rentals across digital and service channels. In this role you will own the end-to-end Platinum experience from invitation and onboarding through post trip follow-up. You will partner closely with airport operations, customer care, loyalty, and engineering/design teams to remove friction, prevent service failures, and build scalable concierge workflows and tools that deliver a consistently premium experience.

Requirements

Bachelor's degree required; MBA or master's degree preferred.
5+ years of product management experience leading the end-to-end product lifecycle for customer-facing experiences.
Track record delivering premium or high-touch experiences (e.g., travel, hospitality, loyalty, fintech, luxury) with measurable business and customer impact.
Experience owning and driving roadmap strategy, prioritization, and complex trade-offs across digital, operational, and customer service constraints.
Strong customer empathy and service design mindset; able to map end-to-end journeys, identify failure points, and design service recovery.
Experience influencing (without authority) cross-functional teams and driving alignment with operations and field stakeholders.
Analytical strength: ability to define success metrics, instrument funnels, and run experiments/tests to inform decisions.
Experience collaborating with design and research to deliver consistent experiences across channels (web/app/contact center).
Ability to contribute to engineering discussions around technology decisions and strategy related to a product (APIs, integrations, reliability).
Exceptional verbal and written communication; experience effectively influencing senior leaders (VP, C-level).
Ability to deal with ambiguity and make high-quality, high-impact decisions while maintaining a very high bar for the Platinum customer experience.

Nice To Haves

Experience building or improving internal tools and workflows for frontline teams (case management, escalation, concierge tooling) is a plus.

Responsibilities

You will set the Platinum experience vision, identify opportunities, and build customer-facing and service-enabled products that raise the bar for premium rental.
You will 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).
You will collaborate with stakeholders across UX, data science, BI, engineering, finance, legal, marketing, and operations to align on outcomes and deliver at scale.
You will elevate instrumentation and analytics across the Platinum experience, including customer journey metrics and system performance (e.g. latency, uptime) as well as experience SLAs (e.g. wait time, fulfillment accuracy, resolution time).
You will 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.