Manager, CX Ops Enablement

About the role

Avis Budget Group is hiring a Manager, CX Operations Enablement in the Whitestone area of New York. The manager acts as the regional customer experience leader, improving CX performance across an assigned region. The role partners with Regional VPs, City Managers, District Managers and location teams to drive execution and adoption of CX initiatives, and 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
• Drive adoption of CX initiatives, technology, training and best practices, and give field feedback to the Sr. Director to refine programs
• Conduct location reviews, coach field leaders on customer experience and reinforce a customer-centric culture

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: car rental, travel, hospitality, retail or airline experience; 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 match
• Full training, employee discounts on Avis/Budget cars and an Employee Assistance Program
• Annual starting salary of $80,000 - $120,000 depending on geography, market, skills and experience