Regional CX Performance Leader

Avis Budget Group; Florida; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and Disability insurance

401(k) plan

Employee discounts

Employee assistance program

Full training

Job summary

Avis Budget Group in Florida is seeking a Manager, CX Operations to lead regional customer experience performance and drive improvements across locations. You will work with Regional VPs, District Managers, and City Managers to develop and execute performance plans and ensure adoption of CX initiatives.

The role emphasizes coaching frontline leaders, leveraging performance data, and sustaining improvements across the region, with extensive travel required.

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.
• 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.
• 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 directly with location teams to address root causes impacting customer experience.
• 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 refine programs and tools.
• Conduct location reviews to identify gaps in execution and service standard adherence.
• Coach field leaders on customer experience and service performance.

Skills

Analytical skills

Problem-solving

Travel willingness

Influence without authority

Multi-unit operations

Education

Bachelor's degree in Business, Operations, Customer Experience, or related field

Job description

Avis Budget Group in Florida is seeking a Manager, CX Operations to lead regional customer experience performance and drive improvements across locations. You will work with Regional VPs, District Managers, and City Managers to develop and execute performance plans and ensure adoption of CX initiatives.

The role emphasizes coaching frontline leaders, leveraging performance data, and sustaining improvements across the region, with extensive travel required.