Manager, CX Ops Enablement

Avis Budget Group International; San Francisco (CA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Healthcare coverage

Employee discounts

401(k) match

Professional training

Car purchase discounts

Employee assistance program

Job summary

Avis Budget Group seeks a Manager, CX Operations to lead customer experience across the San Francisco region. You will partner with Regional VPs, District Managers, and location teams to drive CX initiatives, monitor performance, and translate enterprise standards into on-the-ground results.

This role requires hands-on coaching, field credibility, and the ability to hold leaders accountable for measurable improvements in NPS, service quality, and complaint resolution.

Qualifications

• Bachelor’s degree in Business, Operations, Customer Experience, or a related field.
• 5+ years of experience in multi-unit operations, customer experience, or field performance management.
• Proven ability to influence and drive accountability with field leaders without direct authority.
• Strong analytical and problem-solving skills, with comfort using performance data to guide action.
• Willingness to travel extensively within the assigned region.

Responsibilities

• Monitor and evaluate location-level CX performance and service standard compliance across the region.
• Own regional visibility into NPS, Google Reviews, complaints, and service recovery outcomes.
• Partner with field leaders to develop and execute performance improvement plans.
• Drive adoption of CX initiatives, technology, training, and best practices across the region.
• Coach field leaders on customer experience and service performance, building regional capability.

Skills

Stakeholder influence

Analytical skills

Travel flexibility

Multi-unit operations

Education

Bachelor’s degree in business/ops/ CX

Job description

Driven to be the Best

People.Performance. Purpose.

At Avis Budget Group,we’redriven 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’redefining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.

The Manager, CX Operations acts as the regional customer experience leader responsible for improving CX performance across an assigned region. This role partners with Regional VPs, City Managers, District Managers, and location teams to drive execution, accountability, and adoption of CX initiatives across the region’s network of locations.

This leader is the primary field-facing extension of the CX Operations Enablement team, translating enterprise CX standards and priorities into consistent, on-the-ground execution. Success requires strong field credibility, hands-on coaching skill, and the ability to hold frontline leaders accountable for measurable improvements in customer experience.

This position reports to the Sr. Director, CX Operations Enablement.

What You'll Do:

• Regional CX Performance Ownership
  • Monitor and evaluate location-level CX performance and service standard compliance across the region.
  • Own regional visibility into NPS, Google Reviews, complaints, and service recovery outcomes.
  • Identify performance trends, gaps, and outliers across districts and locations within the region.
• Field Partnership & Performance Improvement
  • Partner with field leaders — Regional VPs, District Managers, and City Managers — to develop and execute performance improvement plans.
  • Work directly with location teams to address root causes impacting customer experience.
  • Drive accountability for CX outcomes at the district and location level.
• CX Initiative Adoption
  • Drive adoption of CX initiatives, technology, training, and operational best practices across the region.
  • Support rollout and sustainment of enterprise CX programs, ensuring consistent execution at the location level.
  • Provide field feedback to the Sr. Director, CX Operations Enablement to help refine programs and tools.
• Location Reviews & Coaching
  • Conduct location reviews to identify gaps in execution and service standard adherence.
  • Coach field leaders on customer experience and service performance, building capability across the region.
  • Reinforce a customer-centric culture through regular presence, observation, and structured feedback.
• What Success Looks Like in the First 6–12 Months
  • Measurable improvement in regional CX metrics (NPS, complaints, service recovery).
  • Strong, trusted working relationships with Regional VPs, District Managers, and City Managers.
  • Consistent adoption of CX initiatives and standards across the region’s locations.
  • A regular cadence of location reviews and coaching that drives sustained, not episodic, improvement.

Perks You'll Get:

• 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:

• Required Qualifications
  • Bachelor’s degree in Business, Operations, Customer Experience, or a related field.
  • 5+ years of experience in multi-unit operations, customer experience, or field performance management.
  • Proven ability to influence and drive accountability with field leaders without direct authority.
  • Strong analytical and problem-solving skills, with comfort using performance data to guide action.
  • Willingness to travel extensively within the assigned region.
• Preferred Qualifications
  • Experience in car rental, travel, hospitality, retail, or airline industries.
  • Background coaching or developing frontline and district-level leaders.
  • Familiarity with CX measurement systems and Voice of Customer programs.

The annual starting salary for this position is between$80,000 – $120,000annually. 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.

South San FranciscoCaliforniaUnited States of America