Experience Manager

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

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.

The Avis First Experience Manager is responsible for designing, optimizing, and managing the end-to-end digital customer journey for Avis First customers. This role serves as the primary owner of the customer experience from the moment a reservation is made through vehicle return, ensuring every digital touchpoint reflects the premium Avis First brand promise.

What You'll Do:

• Own the Avis First customer journey across all digital touchpoints — booking, pre‑arrival, pickup, in‑rental, and return
• Identify customer pain points and lead initiatives that reduce friction while increasing customer satisfaction, ensuring every customer interaction aligns with the Avis First premium brand experience
• Lead the Avis First web/mobile app experience; partner with Product/IT to prioritize and deliver enhancements
• Optimize the biometric enrollment process to deliver a seamless customer experience while supporting fraud prevention objectives
• Own the digital tools and workflows that enable Avis First Concierges to deliver exceptional, consistent service
• Manage the Avis First chat experience, monitoring availability, response times, resolution rates, and customer satisfaction
• Partner with the Contact Center to ensure Avis First customers receive consistent, premium support and identify opportunities to improve issue resolution and reduce customer effort
• Develop and manage customer communications throughout the rental lifecycle in partnership with Marketing
• Analyze NPS, customer satisfaction, digital analytics, and operational metrics; present recommendations to senior leadership
• Lead cross‑functional initiatives representing the voice of the customer in product development and operational planning
• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What We're Looking For:

• Bachelor's degree in related field
• 5+ years in Customer Experience, Digital Experience, Product Management, or Business Operations
• Proven track record managing cross‑functional initiatives involving technology and operations
• Excellent communicator with the ability to influence across organizations without direct authority
• Preferred: Experience in mobility, travel, hospitality, airline, or automotive

The annual starting salary for this position is between $110,000 – $150,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Who We Are:

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer‑focused solutions.

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group.