Customer Operations Manager

Hertz; Hanover (MD); Sur place; USD 59 000 - 72 000; Plein temps

Avantages offerts par ce poste

Up to 40% off Hertz Rentals

Paid Time Off

Medical, Dental & Vision plans

401(k) employer matching

Parental Leave & Adoption Assistance

Employee Assistance Program

Educational Reimbursement & Discounts

Discounts – Theme Park Tickets, Gym

Résumé du poste

Hertz is seeking a Customer Operations Manager to lead front-of-house processes, customer service, and revenue growth at our U.S. locations. The role directs frontline teams and partners with the Senior Manager to maximize performance through strong leadership and clear communication.

You’ll own daily operations, resolve issues, drive the sales process, and ensure adherence to standards. The manager will participate in recruiting, provide updates, and foster an engaging, high-performing culture

Qualifications

• 1–3 years' experience in Customer Service or Operations.
• High School Diploma required; Bachelor's degree preferred.
• Strong communication and collaboration with internal/external stakeholders.

Responsabilités

• Lead daily customer operations and revenue generation for assigned function.
• Drive processes to meet/exceed customer expectations and align sales methods.
• Resolve customer issues and ensure a positive experience.
• Proactively drive sales processes for value-added solutions (VAS).
• Promote productivity improvements and adherence to Standards of Work.
• Develop effective communication plans to boost employee engagement.
• Conduct timely performance evaluations and contribute to recruiting.
• Provide management with updates and performance indicators.
• Maintain administrative duties per company policy.

Connaissances

Leadership

Customer service

Communication

Team management

Problem solving

Stakeholder collaboration

Formation

High School Diploma

Bachelor's Degree preferred

Outils

Microsoft Office

Description du poste

Job Description

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.

The salary for this position is $65,000

What You’ll Do

• 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

What 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 preferred
• Moderate proficiency in Microsoft Office Suite
• Ability to collaborate with internal and external stakeholders
• Flexible and adaptable; ability to work effectively in ambiguous situations
• Excellent verbal and written communication skills
• Ability to address and resolve customer service challenges
• 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 influence
• 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

What You’ll Get

• Up to 40% off the base rate of any standard Hertz Rental
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• 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

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

US EEO STATEMENT

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran