Customer Operations Manager

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Manager directs processes and activities of frontline employees and may assist the Senior Customer Operations Manager in overseeing a brand or department of the location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency. The Manager helps to provide overall leadership to customer operations employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, service, budgets, safety, and vendor relations. The Manager may lead a brand or a function and all brands, depending on the size of the location.What You'll Do:Responsible for daily customer operations and revenue generation for their assigned functionLeads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processesResolves customer issues, ensuring a positive customer experiencePro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)Constantly champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)Actively engages in effective communication plans focused on building employee engagement in order to achieve business resultsConducts performance evaluations that are timely and constructive, where applicableParticipates in the recruiting process, as requiredProvides management with various updates and indicators as requestedRemains current on all administrative duties according to company policyWhat We're Looking For:1-3 years' experience in Customer Service or Operations. Car Rental, Hospitality or Tourism experience preferred.High School Diploma required, Bachelor's Degree preferredModerate proficiency in Microsoft Office SuiteAbility to collaborate with internal and external stakeholdersFlexible and adaptable; ability to work effectively in ambiguous situationsExcellent verbal and written communication skillsAbility to address and resolve customer service challengesResults driven, ability to make decisions and help solve problemsAbility to build and lead a diverse, high-performing, results-oriented, and highly-engaged teamAbility to drive process and organizational changeAbility to influenceAbility to motivate teams and keep a positive attitude in a fast-paced environmentAbility to work under minimal supervision with a goal-oriented mindsetAbility to see the big picture and leverage critical thinking and decision-making skillsExcellent organization, time management, delegation, and prioritization skills.Courageous leadership and accountabilityWhat You'll Get:The starting salary for this role is $70,304 annually, commensurate of experience.Bonus: EligibleStock: EligibleStock Options: EligibleProfit Sharing: EligibleBonus Plans: EligibleReimbursement for Travel Expenses (as applicable, per Company policy guidelines)Paid Time Off / Vacation / Paid observed Holidays (Accruals start at 1.25 Days a Month, 4 Floating Holidays, 9 Paid Observed Holidays)Benefits: Further program information can be found here at HertzBenefits.com. To include, but not limited to:Up to 40% off the base rate of any standard Hertz RentalMedical, Dental & Vision plan optionsLife Insurance: (Hertz-paid Basic Life Insurance provides coverage equal to one-times your base annual pay, at no cost to you)Retirement programs, including 401(k) employer matching: Hertz will match your contributions dollar for dollar on the first 3% you contribute and 50 cents per dollar on the next 2% you contribute.Paid Parental Leave & Adoption AssistanceEmployee Assistance Program for employees & familyEducational Reimbursement & DiscountsVoluntary Insurance Programs - Pet, Legal/Identity Theft, Critical IllnessPerks & Discounts -Theme Park Tickets, Gym Discounts & more