Director Performance Management Program
Hertz
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Benefits offered by this job
Job summary
Hertz is seeking an experienced leader to own the end-to-end design, build, implementation, and ongoing management of the franchise performance management system. You will define scorecards, KPIs, data and reporting infrastructure, coaching materials, insights, and governance to improve franchisee performance and accountability.
Responsibilities include shaping the system roadmap, dashboards, benchmarking, and reward/consequence mechanisms, while partnering with Franchise Growth, Operations,
Qualifications
- 10+ years in franchise or multi-site operations or performance management.
- Experience designing KPI systems, scorecards, and governance.
- Strong data analytics, data quality assessment, and reporting standards.
- Experience building dashboards, benchmarking, and visibility tools for operators and leaders.
- Understanding of car-rental franchise operations and field execution is a plus.
- Proven cross-functional leadership without direct authority.
Responsibilities
- Own the franchise performance management system and roadmap.
- Define scorecard, KPIs, data sources, and measurement architecture.
- Build dashboards, scoring, and benchmarking with reliable data flows.
- Design rewards, consequences, and enforcement tied to performance.
- Govern franchisee scoring, escalation, and governance across markets.
Skills
Education
Tools
Job description
Own the end-to-end design, build, implementation, and ongoing management of Hertz’s franchise performance management system. Make performance visible, actionable, and trusted by defining the scorecard, metrics, data and reporting infrastructure, business-review routines, coaching materials, insights, rankings, rewards, and consequences that help franchisee business partners improve franchisee performance and hold the system accountable.
Own the end-to-end design, build, implementation, and ongoing management of Hertz’s franchise performance management system. Make performance visible, actionable, and trusted by defining the scorecard, metrics, data and reporting infrastructure, business-review routines, coaching materials, insights, rankings, rewards, and consequences that help franchisee business partners improve franchisee performance and hold the system accountable.
- Set the vision, operating model, roadmap, and delivery priorities for the franchise performance management program.
- Build the initial system and continuously refine it as data, technology, franchisee needs, and the broader platform evolves.
- Identify the small set of metrics that matter most for franchisee, customer, operational, financial, and brand performance.
- Define metric definitions, data sources, collection cadence, thresholds, grading bands, weighting, aggregation rules, and controls so the system is simple, fair and actionable.
- Own the design and operating requirements for franchisee and location level dashboards, performance thresholds, reporting packs, and automated or semi-automated data flows.
- Aggregate scores across locations, brands, markets, and franchisees; produce rankings and peer benchmarks; and create a reliable single source of truth for leadership and Franchisee Business Partner teams.
- Own the rewards, recognition, coaching, corrective-action, and other consequence mechanisms linked to performance.
- Ensure the system rewards the right behaviors, motivates improvement, supports struggling franchisees, and provides a clear, consistent escalation path.
- Run the process for scoring franchisees, approving or calibrating grades, aggregating results, ranking operators, and communicating outcomes.
- Establish governance for exceptions, disputes, data corrections, and quality checks; maintain auditability; and ensure scoring is applied consistently across markets and franchisee types.
- Define the monthly check-in, quarterly business review, and annual joint-planning cadence, including agendas, pre-reads, scorecard views, business-plan templates, profitability & opportunity analyses, action plans, and follow-up routines.
- Make the materials turnkey enough for Franchisee Business Partners to use in structured, high-value conversations with franchisees.
- Analyze performance patterns, root causes, market differences, and leading indicators to identify what is driving results.
- Convert insights into practical coaching guidance, playbooks, interventions, and best-practice examples so strong practices can spread across the network.
- Train and enable stakeholders on the system, business-review routines, dashboards, scoring, and escalation processes.
- Establish feedback loops with franchisee councils and users, monitor adoption and impact, improve data quality and usability, and keep the system aligned to profitable growth, guest experience, and franchisee trust.
- 10+ years of experience in franchise or multi-site operations and/or strong performance management, business intelligence, business coaching experience; MBA preferred but not required
- Proven ability to design performance scorecards and KPI systems, including metric selection, definitions, thresholds, grading bands, weighting, aggregation, and governance
- Strong data and analytics judgment, with experience assessing data quality, building reporting standards, interpreting trends, and translating analysis into insights and business actions
- Experience designing dashboards, management reports, benchmarking, rankings, or other tools that make performance visible to operators, field teams, and senior leaders
- Understanding of how a car-rental location and franchise system operate preferred, including customer experience, fleet and vehicle readiness, revenue, utilization, labor, profitability, brand standards, and field execution; direct airport and off-airport experience is a strong plus
- Demonstrated ability to create business-review materials, coaching playbooks, action-plan templates, and repeatable routines that help field teams have more effective performance and profitability conversations
- Experience developing and operating rewards, recognition, consequences, escalation ladders, or incentive systems that are credible, transparent, consistently applied, and aligned to the behaviors and outcomes the business needs
- Strong cross-functional leadership and influence without direct authority; able to align Franchise Growth, Operations, Data & Analytics, Technology, Finance, Audit, global teams, and franchisee representatives around one system
- Executive presence, structured problem-solving, and excellent communication skills, including the ability to explain scoring, rankings, trade-offs, and required actions clearly to senior leaders and franchisees
- Ownership mindset and comfort working in an evolving transformation environment, with the judgment to balance analytical rigor, operational practicality, franchisee trust, and the need for consistent accountability
- 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
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.
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
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