Avis First Experience Manager

United States 2 Avis Budget Car Rental LLC; Parsippany-Troy Hills (NJ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Employee Discounts

Employee Assistance Program

Voluntary Benefits: Auto/Home/Pet/Life

Job summary

Avis Budget Group is seeking an Avis First Experience Manager to own the end-to-end digital customer journey for Avis First customers, from booking through return. You will identify friction points and drive improvements across web and mobile experiences, ensuring alignment with the premium Avis First brand.

Collaborate with Product/IT, Marketing, and Operations to optimize onboarding, biometric enrollment, chat, and concierge tools.

Qualifications

• Experience designing and managing end-to-end customer journeys.
• Proven cross-functional collaboration across product, IT, and operations.
• Strong stakeholder influence without direct authority.

Responsibilities

• Own the Avis First customer journey across digital touchpoints from booking to return.
• Identify pain points and lead initiatives to reduce friction and raise satisfaction.
• Lead web/mobile app experience and partner with Product/IT to prioritize enhancements.
• Optimize biometric enrollment, chat, and concierge tools for a seamless experience.
• Develop and manage communications throughout the rental lifecycle with Marketing.
• Analyze NPS and digital metrics; present recommendations to senior leadership.
• Represent the voice of the customer in cross-functional product development.

Skills

Customer Experience

Digital Experience

Product Management

Business Operations

Education

Bachelor’s degree in related field

Job description

Driven to be the Best People. 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 return Identify customer pain points and lead initiatives that reduce friction while increasing customer satisfaction, ensuring every customer interaction aligns with the Avis First premium brand experience Lead the Avis First web/mobile app experience; partner with Product/IT to prioritize and deliver enhancements Optimize the biometric enrollment process to deliver a seamless customer experience while supporting fraud prevention objectives Own the digital tools and workflows that enable Avis First Concierges to deliver exceptional, consistent service Manage the Avis First chat experience, monitoring availability, response times, resolution rates, and customer satisfaction Partner with the Contact Center to ensure Avis First customers receive consistent, premium support and identify opportunities to improve issue resolution and reduce customer effort Develop and manage customer communications throughout the rental lifecycle in partnership with Marketing Analyze NPS, customer satisfaction, digital analytics, and operational metrics; present recommendations to senior leadership Lead cross-functional initiatives representing the voice of the customer in product development and operational planning

Perks You’ll Get:

Access to Medical, Dental, Vision, Life and Disability insurance Eligible 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 coverages 401(k) Retirement Plan with company matched contributions Full training to learn the business and enhance professional skills Employee discounts, including discounted prices on the purchase of Avis/Budget cars Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What We’re Looking For:

Bachelor’s degree in related field 5+ years in Customer Experience, Digital Experience, Product Management, or Business Operations Proven track record managing cross-functional initiatives involving technology and operations Excellent communicator with the ability to influence across organizations without direct authority Preferred: Experience in mobility, travel, hospitality, airline, or automotive The 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. Parsippany New Jersey United States of America A vehicle rental provider of choice for travelers around the world, Avis Budget Group is powered by our people, our partners, and technology. We operate some of the most recognized brands in the industry through Avis, Budget, and Zipcar, along with local brands such as Payless, France Cars, Apex, and Maggiore.