Digital Experience Manager: Customer Journey

Avis Budget Group; 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) with match

Employee discounts

Employee assistance program

Voluntary benefits

Identity Theft Protection

FSA

Pet Insurance

Legal Assistance

Job summary

Avis Budget Group is seeking an experienced professional to own and optimize the Avis First digital customer journey from reservation to vehicle return. You will drive improvements across booking, pre-arrival, pickup, in-rental, and return, while coordinating with marketing and product teams to ensure a premium experience.

The role focuses on reducing friction, improving NPS, and delivering seamless digital touchpoints, with strong collaboration across product, IT, and operations.

Qualifications

• Bachelor's degree required or related field experience.
• 5+ years in CX, digital experience, product management, or business operations.
• Proven track record managing cross-functional initiatives involving technology and operations.

Responsibilities

• Own the Avis First digital customer journey across all touchpoints: booking, pre-arrival, pickup, in-rental and return.
• Identify pain points and lead initiatives to reduce friction while boosting satisfaction.
• Lead the Avis First web/mobile app experience and partner with Product/IT on enhancements.
• Optimize biometric enrollment to improve experience and support fraud prevention.
• Own digital tools and workflows for Avis First Concierges to deliver consistent service.
• Manage the Avis First chat, monitor availability, response times and satisfaction.
• Collaborate with Contact Center to ensure premium support and improved issue resolution.
• Develop and manage customer communications throughout the rental lifecycle.

Skills

Customer Experience

Digital Experience

Product Management

Business Operations

Cross-functional leadership

Education

Bachelor's degree in related field

Job description

Avis Budget Group is seeking an experienced professional to own and optimize the Avis First digital customer journey from reservation to vehicle return. You will drive improvements across booking, pre-arrival, pickup, in-rental, and return, while coordinating with marketing and product teams to ensure a premium experience.

The role focuses on reducing friction, improving NPS, and delivering seamless digital touchpoints, with strong collaboration across product, IT, and operations.