Customer Operations Lead - Revenue & Experience Champion

Hertz; Maryland; Hybrid; USD 59,000 - 72,000; Full time

Benefits offered by this job

Rental discount

Paid time off

Medical plan

401(k) matching

Parental leave

EAP

Job summary

Hertz is seeking a Customer Operations Manager to lead front-of-house processes, customer service, and revenue growth. You will direct frontline teams and may assist in overseeing a brand or department to maximize performance and efficiency.

The role emphasizes leadership, communication, and the ability to drive process improvements while maintaining a positive employee culture and service standards across the location.

Qualifications

• 1-3 years’ experience in Customer Service or Operations.
• High School Diploma required; Bachelor’s Degree preferred.
• Proficient with Microsoft Office Suite; ability to collaborate with stakeholders.

Responsibilities

• Responsible for daily customer operations and revenue generation for their assigned function.
• Leads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes.
• Resolves customer issues, ensuring a positive customer experience.
• Pro-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 results.
• Conducts performance evaluations that are timely and constructive, where applicable.
• Participates in the recruiting process, as required.
• Provides management with various updates and indicators as requested.
• Remains current on all administrative duties according to company policy.

Skills

Customer Service

Operations

Team leadership

Education

High School Diploma

Bachelor’s Degree preferred

Tools

Microsoft Office

Job description

Hertz is seeking a Customer Operations Manager to lead front-of-house processes, customer service, and revenue growth. You will direct frontline teams and may assist in overseeing a brand or department to maximize performance and efficiency.

The role emphasizes leadership, communication, and the ability to drive process improvements while maintaining a positive employee culture and service standards across the location.