Customer Operations Manager

Hertz

Kansas City (MO)

On-site

USD 42,500 - 57,500

Full time

14 days+

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Benefits offered by this job

Up to 40% off the base rate of any标准Hz

Paid Time Off

Medical, Dental & Vision plan options

Retirement programs, including 401(k)

Paid Parental Leave & Adoption Support

Employee Assistance Program for you &/

Educational Reimbursement & Discounts

Voluntary Insurance Programs - Pet, ID

Perks & Discounts – Theme Park Tickets

Job summary

Hertz in the United States seeks a Customer Operations Manager to lead front-line teams, optimize daily operations, and maximize revenue. You will direct frontline processes, ensure exceptional customer experiences, and drive efficiency on a condition that blends service excellence with commercial results.

The role requires shaping a collaborative culture, guiding performance, and partnering with stakeholders to sustain growth and service quality in a fast-paced rental environment.

Qualifications

Experience in customer service or operations roles, especially in service industries.
Strong communication skills, both spoken and written, with the ability to influence.
Ability to lead and develop a team in a fast-paced rental environment.

Responsibilities

Oversee daily customer operations and revenue generation for their function.
Lead processes to meet and exceed customer expectations and align sales methods.
Resolve customer issues to ensure a positive experience and maintain high service standards.
Drive sales processes to create a value-focused, customer-centric zone.
Promote productivity improvements through engagement and accountability.
Communicate effectively to build employee engagement and business results.
Conduct regular performance evaluations and provide timely feedback.
Participate in recruitment as needed and provide updates to leadership.
Ensure compliance with company policies and administrative duties.

Skills

Customer Service

Operations

Verbal Communication

Written Communication

Stakeholder Management

Team Leadership

Problem Solving

Decision Making

Adaptability

Change Leadership

Time Management

Education

High School Diploma

Bachelor's Degree

Tools

Microsoft Office Suite

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 $50,000/yr

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