Manager, CX Operations Enablement

About the role

Avis Budget Group is hiring a Manager, CX Operations Enablement, who acts as the regional customer experience leader. The role improves CX performance across an assigned region by partnering with Regional VPs, City Managers, District Managers and location teams to drive execution, accountability and adoption of CX initiatives. It reports to the Sr. Director, CX Operations Enablement.

Key responsibilities

• Monitor and evaluate location-level CX performance and service standard compliance, and own visibility into NPS, Google Reviews, complaints and service recovery outcomes.
• Identify performance trends, gaps and outliers across districts and locations.
• Partner with field leaders to develop and execute performance improvement plans and work with location teams to fix root causes affecting customer experience.
• Drive adoption of CX initiatives, technology, training and best practices, and provide field feedback to help refine programs and tools.
• Conduct location reviews, coach field leaders on customer experience and reinforce a customer-centric culture through regular presence and structured feedback.

Required profile

• Bachelor's degree in Business, Operations, Customer Experience or a related field.
• 5+ years of experience in multi-unit operations, customer experience or field performance management.
• Proven ability to influence and hold field leaders accountable without direct authority.
• Willingness to travel extensively within the assigned region.
• Preferred: experience in car rental, travel, hospitality, retail or airline industries; background coaching frontline and district leaders; familiarity with CX measurement systems and Voice of Customer programs.

What we offer

• Medical, dental, vision, life and disability insurance, plus optional group auto, home, pet, legal assistance, identity theft protection, FSA, accident and critical illness insurance.
• 401(k) retirement plan with company-matched contributions.
• Full training, employee discounts on Avis/Budget cars and access to an Employee Assistance Program.
• Annual starting salary of $80,000 - $120,000 depending on geography, market, skills, education and experience.