Manager Customer Care, Multi-Month & IFR

What You’ll 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 We’re Looking For:

You’re 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:

• Bachelor’s degree preferred

• 3+ years’ 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 You’ll 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 –Theme Park Tickets, Gym Discounts & more