Director, Program Management

Who We Are:

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

Position Summary:

The Program Director – Customer Experience will be responsible for leading and coordinating key initiatives that enhance customer satisfaction, brand consistency, and loyalty. This role will oversee a portfolio of CX programs such as uniforms, quality assurance (QA), loyalty initiatives, and user journey design, ensuring they are effectively designed, implemented, and managed across operations. The Program Manager will also manage external vendor relationships, ensuring partners deliver on time, within scope, and to quality expectations.

Success in this role requires experience in the travel and hospitality sector, a strong understanding of customer needs across multiple channels, and the ability to align a highly matrixed organization around a unified customer experience. This includes combining digital and physical customer journeys into a cohesive and frictionless experience across touchpoints.

What you’ll do:

• Program Leadership & Execution
  • Lead and manage multiple CX programs (uniforms, QA, loyalty, user journey design, and other experience initiatives).
  • Design end-to-end customer journeys at a strategic level that align with overarching brand and customer experience goals, specifically tailored to the travel and hospitality sector.
  • Lead localized implementation of journey improvements in collaboration with field teams, ensuring consistency in execution and the ability to adapt to market-specific needs.
  • Align cross-functional teams—including operations, digital, marketing, and technology—around a unified CX roadmap that integrates both digital and physical touchpoints.
  • Develop project plans, timelines, and performance metrics to track progress and measure outcomes.
  • Drive continuous improvement, incorporating feedback from employees, vendors, and customers.
  • Create playbooks and guidelines to document and memorialize design standards and journey blueprints.
• Vendor Management
  • Lead RFPs, contract negotiations, and ongoing performance management of vendors.
  • Establish SLAs and KPIs to ensure vendors deliver high-quality services and products.
• Stakeholder Engagement & Communication
  • Collaborate with CX leadership, Operations, HR, Digital, and Marketing to ensure alignment on program goals and customer journey priorities.
  • Facilitate coordination across a highly matrixed organization to ensure consistent delivery of both digital and physical CX initiatives.
  • Provide regular updates to leadership on program status, risks, and key metrics.
  • Influence stakeholders by presenting data-driven insights and journey-based recommendations.

You should apply if you bring:

• Bachelor’s degree required (Business, Operations, or related field). MBA or advanced degree preferred.
• 7+ years in program or project management, preferably within customer experience, operations, or service industries.
• Direct experience in the travel and hospitality sector is required, with a clear understanding of multi-location service delivery and guest experience expectations.
• Demonstrated success leading cross-functional efforts in highly matrixed organizations.
• Experience in user journey mapping, service design, or human-centered design methodologies is a plus.
• Proven success managing large-scale, multi-channel, and multi-location initiatives.
• Excellent project management skills (PMP or similar certification a plus).
• Strategic thinker with experience designing and implementing seamless customer journeys across both digital and physical environments.
• Strong vendor negotiation and contract management abilities.
• Data-driven problem solver with experience in metrics and reporting.
• Exceptional communication, presentation, and change management skills.
• Competencies
• Customer-first mindset with passion for improving service experiences through integrated journey design.
• Strong organizational and execution skills, able to juggle multiple priorities and lead through influence.
• Collaborative leader who can drive alignment across siloed teams and business units.
• Detail-oriented yet strategic, able to connect program work and journey design to