Customer Operations Director

The Customer Operations Director supports the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team.  The Director will support customer operations of a Top 10 Airport location ensuring maximum performance and efficiency while providing overall guidance to employees by maintaining a positive employee culture, customer satisfaction, safety, service, budgets, and vendor relations. This position is responsible for having in-depth knowledge of operations, management, logistics, technology and financial disciplines across all functions and all brands at the location.

What You’ll Get:

• The starting salary for this role is $90,000 annually, commensurate of experience.
• Bonus: Eligible
• Stock: Eligible
• Stock Options: Eligible
• Profit Sharing: Eligible
• Bonus Plans: Eligible
• Reimbursement for Travel Expenses (as applicable, per Company policy guidelines)
• Paid Time Off / Vacation / Paid observed Holidays (Accruals start at 1.25 Days a Month, 4 Floating Holidays, 9 Paid Observed Holidays) 
• Benefits: Further program information can be found here at HertzBenefits.com. To include, but not limited to:
  • Up to 40% off the base rate of any standard Hertz Rental   
  • Medical, Dental & Vision plan options
  • Life Insurance: (Hertz-paid Basic Life Insurance provides coverage equal to one-times your base annual pay, at no cost to you)
  • Retirement programs, including 401(k) employer matching: Hertz will match your contributions dollar for dollar on the first 3% you contribute and 50 cents per dollar on the next 2% you contribute.
  • 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

What You’ll Do:

• Actively fosters a culture that provides the “Best in Class” service
• Partners with the Airport General Manager for the delivery of profit for the location
• Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused organization focused on selling value-added services
• Ensures achievement of profitability while protecting the value offering
• Implements and drives innovative and creative methods and processes to meet and exceed customer expectations
• Constantly champions productivity improvements via employee involvement and accountability
• Partners with Finance to maximize cash management through reducing non-fleet receivables
• Develops cross-functional talent effectively within the Organization in order to foster a high performing culture and holds all location management accountable for the effective management of their teams
• Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
• Develop effective tactical plans and operationally execute the company strategy, as cascaded by the Area Vice President
• Creates a culture of partnership and open mindedness at all levels through effective collaboration across the organization
• Generates innovative ideas and solutions to problems and constantly strives to improve business results and stay ahead of the competition
• Establish and deliver location-specific performance standards/goals and ensure execution

What We’re Looking For:

• 5+ years’ experience in Customer Service or Operations Management; Car Rental, Hospitality or Tourism preferred
• 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.