Regional CX Performance Leader

avisbudget; Florida; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Matching

Job summary

Avis Budget Group is seeking a Manager, CX Operations to lead customer experience improvements across a regional network of locations in the United States. You will partner with Regional VPs, District Managers, and City Managers to drive accountability and execute CX initiatives with hands-on coaching.

The role focuses on monitoring NPS and service recovery, identifying gaps, and deploying performance improvement plans.

Qualifications

• Bachelor's degree in Business, Operations, Customer Experience, or related field.
• 5+ years of experience in multi-unit operations, customer experience, or field performance management.
• Ability to influence and drive accountability with field leaders without direct authority.
• Strong analytical skills with ability to use performance data to guide actions.
• Willingness to travel extensively within the region.

Responsibilities

• 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.
• Partner with field leaders to develop and execute performance improvement plans.
• Work with location teams to address root causes impacting customer experience.
• Drive adoption of CX initiatives, training, and operational best practices across the region.
• 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.

Skills

Team leadership

Analytical skills

Stakeholder influence

Travel willingness

Education

Bachelor's degree in Business, Operations, CX or related field

Tools

Performance data analysis tools

Job description

Avis Budget Group is seeking a Manager, CX Operations to lead customer experience improvements across a regional network of locations in the United States. You will partner with Regional VPs, District Managers, and City Managers to drive accountability and execute CX initiatives with hands-on coaching.

The role focuses on monitoring NPS and service recovery, identifying gaps, and deploying performance improvement plans.