Customer Operations Director

Hertz; South San Francisco (CA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Bonus eligibility

Stock options eligible

Medical, dental & vision

401(k) match

Paid time off

Parental leave

Employee assistance program

Job summary

Hertz is seeking a Customer Operations Director in the South San Francisco area to lead front-of-house processes, customer service, and revenue optimization across the location. You will guide employees, maintain a positive culture, ensure customer satisfaction, safety, and budgets, and partner with vendors to maximize efficiency.

The role requires deep knowledge of operations, management, logistics, technology, and financial disciplines across all functions and brands at the location.

Qualifications

• 5+ years' experience in Customer Service or Operations Management; Car Rental, Hospitality or Tourism preferred.
• Bachelor's Degree preferred.
• Proficient in Microsoft Office Suite.

Responsibilities

• Actively fosters a culture that provides the 'Best in Class' service.
• Partners with the Airport General Manager for the delivery of profit for the location.
• Drive the sales process to create a dynamic, customer-focused organization focused on selling value-added services.
• Ensures profitability while protecting the value offering.
• Develops cross-functional talent to foster a high-performing culture and holds management accountable.
• Communicates plans to build employee engagement to achieve business results.
• Execute location-specific performance standards/goals and ensure execution.

Skills

Leadership

Communication

Collaboration

Decision making

Problem solving

Change management

Time management

Organization

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

The Customer Operations Director supports the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Director will support customer operations of a Top 10 Airport location ensuring maximum performance and efficiency while providing overall guidance to employees by maintaining a positive employee culture, customer satisfaction, safety, service, budgets, and vendor relations. This position is responsible for having in-depth knowledge of operations, management, logistics, technology and financial disciplines across all functions and all brands at the location.

What You'll Get:

• The starting salary for this role is $75,000 annually, commensurate of experience.
• Bonus: Eligible
• Stock: Eligible
• Stock Options: Eligible
• Profit Sharing: Eligible
• Bonus Plans: Eligible
• Reimbursement 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 Rental
• Medical, Dental & Vision plan options
• Life 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 Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts -Theme Park Tickets, Gym Discounts & more

What You'll Do:

• Actively fosters a culture that provides the "Best in Class" service
• Partners with the Airport General Manager for the delivery of profit for the location
• Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused organization focused on selling value-added services
• Ensures achievement of profitability while protecting the value offering
• Implements and drives innovative and creative methods and processes to meet and exceed customer expectations
• Constantly champions productivity improvements via employee involvement and accountability
• Partners with Finance to maximize cash management through reducing non-fleet receivables
• Develops cross-functional talent effectively within the Organization in order to foster a high performing culture and holds all location management accountable for the effective management of their teams
• Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
• Develop effective tactical plans and operationally execute the company strategy, as cascaded by the Area Vice President
• Creates a culture of partnership and open mindedness at all levels through effective collaboration across the organization
• Generates innovative ideas and solutions to problems and constantly strives to improve business results and stay ahead of the competition
• Establish and deliver location-specific performance standards/goals and ensure execution

What We're Looking For:

• 5+ years' experience in Customer Service or Operations Managment; Car Rental, Hospitality or Tourism preferred
• Bachelor's Degree, preferred
• Moderate proficiency in Microsoft Office Suite
• Ability to collaborate with internal and external stakeholders across multiple functions and locations
• Ability to influence
• Flexible and adaptable; ability to work effectively in ambiguous situations
• Excellent verbal and written communication skills
• Results driven, ability to make decisions and help solve problems
• Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team.
• Ability to drive process and organizational change.
• Ability to motivate teams and keep a positive attitude in a fast-paced environment.
• Ability to work under minimal supervision with a goal-oriented mindset.
• Ability to see the big picture and leverage critical thinking and decision-making skills.
• Excellent organization, time management, delegation, and prioritization skills.
• Courageous leadership and accountability.