Manager Customer Experience

We are seeking a Customer Experience Manager to lead CX strategy and improvement efforts across our Customer Operations (front-of-house) experienceu2014where customer loyalty, brand reputation, and operational excellence converge. In this role, you will serve as the primary CX partner to cross-functional leaders in Customer Operations, Product, Technology, and Customer Care, with a mandate to build a best-in-class, customer-centric experience across all our locations. This role is a high-impact, high-visibility individual contributor role . You will operate at a strategic level, often interfacing with VP- and Director-level leaders, while also engaging directly with frontline leadership to identify experience gaps and drive actionable improvements. The role will also focus on foresightu2014anticipating customer needs, shaping future-state experiences, and influencing how we measure success. This is a rare opportunity to shape and elevate our customer experience in a dynamic, operationally complex environment. Youu2019ll work with passionate leaders, high-visibility stakeholders, and a team committed to defining what great looks likeu2014for our customers, our employees, and our brands. The starting salary for this role is $100K, commensurate with experience. What Youu2019ll Do: + Lead initiatives to create best-in-class experiences across high-volume, high-friction customer touchpoints + Own the end-to-end customer experience strategy for the Customer Operations domain, including communication, service recovery, rental pickup and drop off experiences + Partner with Insights & Analytics to shape CX narratives and drive data-informed decisions + Identify and prioritize CX breakdowns through VOC, operational data, and field feedback + Act as the first point of contact for field leaders on CX-related challenges and opportunities + Design, test, and iterate on new customer experience concepts in collaboration with Ops and Product + Present in ongoing and ad hoc cross-functional forums (e.g., weekly business reviews), often with VP-level stakeholders + Support the evolution of CX measurement strategiesu2014including journey-level insights and forward-looking KPIs + Contribute to frontline enablementu2014whether through messaging, process design, or behavioral reinforcement What Weu2019re Looking For: + Bacheloru2019s degree required. Degrees in Business, Hospitality, Industrial Engineering, or a related field preferred + 5u20138 years of experience in Customer Experience or a related role with a strong operational lens and direct partnership with frontline leadership teams + Background in travel, hospitality, or other service-intensive industries where in-person experiences are core to the customer journey + Demonstrated success driving change across a matrixed organization, particularly in cross-functional or field support roles + Analytical and data-informed; comfortable using data to shape CX narratives and partnering with Insights & Analytics to inform priorities and gain stakeholder buy-in + High emotional intelligence and strong communication skills. Comfortable presenting to executives and connecting with frontline operators alike + Systems thinker with the ability to balance customer empathy with business impact + Curious, adaptable, and proactive. Constantly seeking to improve how things work for the customer and the business What Youu2019ll Get: + 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 The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world. US EEO STATEMENT At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture u2013 and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran

Created: 2025-09-12