General Manager, Customer Operations
HertzAbout the role
The General Manager, Customer Operations is responsible for the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The General Manager will oversee customer operations of a location ensuring maximum performance and efficiency while providing overall leadership 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 a location.
The salary range for this position is $75,000-$95,000
What You’ll Do:
- Actively fosters a culture that provides the “Best in Class” service
- 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
- Conducts performance evaluations that are timely and constructive
What We’re Looking For:
- 5+ years’ experience in Customer Service or Operations Managment; 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.
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
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