Avis First Experience Manager

Avis Budget Group; Parsippany-Troy Hills (NJ); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and Disability insurance

401(k) with company match

Employee discounts

Employee assistance program

Job summary

Avis Budget Group seeks an Experience Manager to own the Avis First digital journey from booking to return, ensuring a premium brand experience across web, app, and in-store touchpoints. You will partner with Product and IT to prioritize enhancements and lead cross-functional initiatives.

The role requires 5+ years in Customer/Digital Experience, Product Management, or Business Operations, and a Bachelor’s degree.

Qualifications

• Minimum 5+ years in Customer Experience, Digital Experience, Product Management, or Business Operations.
• Experience leading cross-functional initiatives involving technology and operations.
• Excellent communicator with the ability to influence across organizations without direct authority.

Responsibilities

• Own the Avis First customer journey across digital touchpoints (booking to return).
• Identify pain points and lead friction-reduction initiatives.
• Lead web/mobile app experiences with Product/IT; prioritize enhancements.
• Optimize enrollment process for seamless experience and fraud prevention.
• Manage Avis First chat and concierge workflows for timely, quality support.
• Collaborate with Marketing for customer communications throughout rental lifecycle.
• Analyze NPS and digital metrics; present recommendations to leadership.

Skills

Customer Experience

Digital Experience

Product Management

Business Operations

Education

Bachelor's degree in related field

Job description

Driven to be the BestPeople. Performance. Purpose.At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.The Avis First Experience Manager is responsible for designing, optimizing, and managing the end-to-end digital customer journey for Avis First customers. This role serves as the primary owner of the customer experience from the moment a reservation is made through vehicle return, ensuring every digital touchpoint reflects the premium Avis First brand promise.What You'll Do:Own the Avis First customer journey across all digital touchpoints — booking, pre-arrival, pickup, in-rental, and returnIdentify customer pain points and lead initiatives that reduce friction while increasing customer satisfaction, ensuring every customer interaction aligns with the Avis First premium brand experienceLead the Avis First web/mobile app experience; partner with Product/IT to prioritize and deliver enhancementsOptimize the biometric enrollment process to deliver a seamless customer experience while supporting fraud prevention objectivesOwn the digital tools and workflows that enable Avis First Concierges to deliver exceptional, consistent serviceManage the Avis First chat experience, monitoring availability, response times, resolution rates, and customer satisfactionPartner with the Contact Center to ensure Avis First customers receive consistent, premium support and identify opportunities to improve issue resolution and reduce customer effortDevelop and manage customer communications throughout the rental lifecycle in partnership with MarketingAnalyze NPS, customer satisfaction, digital analytics, and operational metrics; present recommendations to senior leadershipLead cross-functional initiatives representing the voice of the customer in product development and operational planningPerks You’ll Get:Access to Medical, Dental, Vision, Life and Disability insuranceEligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages401(k) Retirement Plan with company matched contributionsFull training to learn the business and enhance professional skillsEmployee discounts, including discounted prices on the purchase of Avis/Budget carsAccess to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and moreWhat We're Looking For:Bachelor's degree in related field5+ years in Customer Experience, Digital Experience, Product Management, or Business OperationsProven track record managing cross-functional initiatives involving technology and operationsExcellent communicator with the ability to influence across organizations without direct authorityPreferred: Experience in mobility, travel, hospitality, airline, or automotiveThe annual starting salary for this position is between $110,000 – $150,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.Who We Are:Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group.ParsippanyNew JerseyUnited States of America