Job Title

What Youu2019ll Do: Lead and Develop a High-Performing Operational Team + Manage a team of hourly support agents and frontline supervisors. + Set clear goals, SLAs, and expectations for service quality and productivity. + Build team capabilities in problem solving, communication, and operational discipline. + Foster a culture of accountability, excellence, and continuous improvement. Optimize the Multi-Month Customer Experience + Map and refine the end-to-end multi-month rental journey. + Improve onboarding, renewals, exchanges, payment workflows, and retention processes. + Partner with Product & Technology teams to evaluate automation and digital enhancements. + Build reporting frameworks to monitor KPIs and customer experience metrics. Drive Automation & Efficiency for Insurance Fleet Replacement (IFR) + Evaluate IFR workflows across claims intake, rental initiation, servicing, and exchanges. + Identify inefficiencies, manual processes, and policy bottlenecks. + Propose automation and simplification strategies. + Collaborate with insurance partners and internal teams to implement scalable changes. Use Data & Insights to Inform Decision-Making + Perform independent data exploration using Excel, BI tools, or basic Python notebooks. + Conduct root-cause analysis for recurring issues. + Present insights and recommendations to leadership and cross-functional partners. Cross-Functional Leadership & Execution + Serve as subject matter expert for multi-month and IFR servicing. + Collaborate with Fleet Sales, Care, WFM, Vendor Governance, and Technology teams. + Create scalable SOPs, playbooks, and training materials. + Support change management and monitor adoption of new workflows. _The starting salary for this role is $90K, commensurate with experience._ What Weu2019re Looking For: Youu2019re a collaborative operator who can influence through partnerships and data. You understand how to turn insights into action in ways that improve both the customer experience and the bottom line. Required: + Highschool Diploma or equivalent required. + Strong customer-centric mindset with ability to interpret journey metrics. + Proven people leadership experience managing supervisors and frontline employees. + Strong analytical and problem-solving skills. + Experience in process improvement or operational excellence. + Excellent communication and cross-functional influence. + Proficiency with Excel, BI tools, and AI-assisted workflows. + Experience in car rental, fleet operations, or transportation industries Preferred: + Bacheloru2019s degree preferred + 3+ yearsu2019 experience in customer care, fleet servicing, rental operations, or CX + Experience analyzing operational datasets and building business cases + Familiarity with Python or willingness to learn + Experience with building workflow automation or self-service solutions What Youu2019ll Get: + Up to 40% off 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 u2013Theme Park Tickets, Gym Discounts & more