Manager Customer Care, Multi-Month - Oklahoma City, OK, United States

Only for registered members Oklahoma City, OK, United States

16 hours ago

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$90,000 (USD) per year
Description · 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, co ...
Job description
Description

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

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