Director Customer Operations

Hertz; Miami (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Base rate discount (Up to 40%)

Paid Time Off

Medical, Dental & Vision plans

401(k) with employer match

Paid Parental Leave & Adoption

Employee Assistance Program

Educational Reimbursement & Discounts

Voluntary Insurance Programs

Park Tickets & Gym Discounts

Job summary

Hertz is seeking a Director of Customer Operations in the Miami area to lead front-of-house processes, customer service, and revenue growth. This role guides employees, ensures safety and budgets, and aligns with the Brand across all locations.

A strategic leader will optimize operations, finance coordination, and vendor relations while maintaining a positive culture that drives results. The position requires senior-level experience, strong communication, and the ability to drive change in a

Qualifications

• 5+ years' experience in Customer Service or Operations Management; 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.

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.
• Pro-actively drive the sales process that leads to a dynamic, customer-focused organization.
• Ensures profitability while protecting the value offering.
• Implements and drives innovative methods to meet and exceed customer expectations.
• Champions productivity improvements via employee involvement and accountability.
• Partners with Finance to maximize cash management by reducing non-fleet receivables.
• Develops cross-functional talent within the organization to foster a high performing culture.
• Engages in effective communication plans to build employee engagement.
• Develops tactical plans and executes the company strategy as cascaded by Area VP.
• Creates a culture of partnership and collaboration across the organization.
• Generates innovative ideas to improve business results and stay ahead of competition.
• Establishes location-specific performance standards and ensures execution.

Skills

Leadership

Communication

Strategic thinking

Cross-functional collaboration

Decision making

Education

Bachelor's degree, preferred

Tools

Microsoft Office Suite

Job description

Job Description

The Director, Customer Operations 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.

The salary range for this position is $TBD.

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 Management; 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.

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