What are the responsibilities and job description for the Senior Customer Operations Manager position at Hertz Local Edition?
The Senior Customer Operations Manager focuses on the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Senior Customer Operations Manager oversees a brand or department of the location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency. The Senior Manager helps to provide overall leadership to customer operations employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, service, budgets, safety, and vendor relations.
The salary range for this position is $75,000
What You’ll Do:
- Oversee Customer Operations Managers and other customer operations employees
- Manage daily customer operations, fleet availability, and revenue generation for the assigned function
- Lead and support processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
- Resolve customer issues, ensuring a positive customer experience
- Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)
- Constantly champion productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)
- Actively engage in effective communication plans focused on building employee engagement in order to achieve business results
- Conduct performance evaluations that are timely and constructive, where applicable
- Participate in the recruiting process, as required
- Provide management with various updates and indicators as requested
- Remain current on all administrative duties according to company policy
What We’re Looking For:
- 1-3 years’ experience in Customer Service or Operations; Car Rental, Hospitality or Tourism experience preferred
- High School Diploma required, Bachelor’s Degree preferred
- Moderate proficiency in Microsoft Office Suite
- 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:
- Up to 40% off the base rate of any standard Hertz Rental
- 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
Salary : $75,000