General Manager, Customer Operations

Hertz Global Holdings, Inc.; Las Vegas (NV); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental & Vision plan options

401(k) employer matching

Parental Leave & Adoption Assistance

Employee Assistance Program

Job summary

Hertz Global Holdings, Inc. seeks a General Manager III, Customer Operations to lead the regional customer operations teams and drive revenue, service excellence and profitability.

You will collaborate with senior leaders, forecast financial outcomes, and implement standardized processes to improve customer experiences across multiple locations.

Qualifications

• 7–10 years of management experience in a customer-focused environment.
• Bachelor's degree or a high school degree with extensive car rental industry experience.
• Proficiency in car rental and customer operations reporting systems.
• Strong collaboration across multiple functions and locations.
• Excellent verbal and written communication skills.
• Ability to influence, drive change and motivate teams.
• Decisive with strong problem solving and accountability.

Responsibilities

• Lead region customer operation teams and drive regional performance.
• Use data and systems to hit operational, NPS, and financial targets.
• Forecast regional financial outcomes and report to key partners.
• Manage administrative tasks, controls and standard reporting.
• Create standardized processes to improve performance and customer service.

Skills

Leadership

Strategic thinking

Data analysis

Forecasting

Cross-functional collaboration

Verbal & written communication

Decision making

Change management

Education

Bachelor's degree

High School diploma + car rental experience

Tools

Car Rental Reporting Systems

Job description

Job Description

The General Manager III, Customer Operations is responsible for the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The General Manager III will lead the management team of all Customer Operations locations within a defined region to exceed goals in revenue, operational and customer service performance.

The salary range for this position is $TBD

What You’ll Do

• Responsible for the Leadership and management of Region location customer operation teams.
• Utilizes data, tools and systems to analyze market detail to achieve operational goals, NPS scores and financial objectives
• Collaborates with GM, Director and Manager of Customer Ops roles to accurately forecast Region financial outcomes and report out to key internal and external partners
• Manage required administrative tasks, controls and reports
• Create standardized business processes that improve performance and enhance customer service

What We’re Looking For

• Minimum of seven (7) to ten (10) years of management experience in a customer-focused environment preferred
• Bachelor's degree or High School degree with extensive experience in the car rental industry
• Moderate to Expert proficiency in Car Rental and Customer Operations reporting systems
• 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

• 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