Operations Manager

The Operations Manager directs the process and activities of frontline employees, including but not limited to CSAs, CXAs, Flex Reps, VSAs, or other non-exempt employees, and may assist the Senior Operations Manager in overseeing a brand or department of a location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency.

The Operations Manager helps to provide overall leadership to non-exempt employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, safety, service, budgets, and vendor relations. The Operations Manager may lead a brand or a function and all brands, depending on the size of the location.

Wage : $70,000 annually

The key responsibilities and accountabilities for the Operations Manager are:

• Responsible for daily operations, fleet availability, and revenue generation for his or her assigned function
• Leads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
• Resolves 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 champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)
• Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
• Conducts performance evaluations that are timely and constructive, where applicable
• Manages the airport and assigned locations/geographic areas when the General Manager is not present
• Participates in the recruiting process, as required
• Provides management with various updates and indicators as requested
• Remains current on all administrative duties according to company policy

Educational Background:

• High School Diploma required
• Bachelors Degree preferred

Professional Experience:

• 1-3 Years prior experience of customer service or operations, according to specific job duties
• Experience in car rental, hospitality, or tourism a plus
• Results orientation
• Ability to direct and motivate teams
• Ability to work effectively with Senior leaders

Knowledge:

• Customer service resolution practices
• Excellent communication techniques
• People management and leadership capability
• Sales Management/Coaching ability
• Operations Management

Skills:

• Highly organized
• Ability to solve problems independently
• Working knowledge of Microsoft office suite.
• Time Management skills
• Customer service aptitude - Ability to address and resolve customer service issues
• Excellent oral and written communication skills

Competencies:

• Personal Accountability
• Effective Communication
• Demonstrates Initiative
• Passion for Customer Service & Stakeholder Success
• Trust & Integrity
• Adaptable and Flexible

Benefits and Perks:

Not only do you get to be part of an organization where you Drive your Potential , Power your Passion !! Below are a few perks and discounts:

• Up to 40% off the base rate of any standard Hertz rental
• 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 - Legal/Identity Theft, Critical Illness
• Perks & Discounts Theme Park Tickets, Gym Discounts & more