Manager Customer Experience

Customer Experience ManagerWe are seeking a Customer Experience Manager to lead CX strategy and improvement efforts across our Customer Operations (front-of-house) experiencewhere 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 foresightanticipating 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. You'll work with passionate leaders, high-visibility stakeholders, and a team committed to defining what great looks likefor our customers, our employees, and our brands. The starting salary for this role is $100K, commensurate with experience.What You'll Do:Lead initiatives to create best-in-class experiences across high-volume, high-friction customer touchpointsOwn the end-to-end customer experience strategy for the Customer Operations domain, including communication, service recovery, rental pickup and drop off experiencesPartner with Insights & Analytics to shape CX narratives and drive data-informed decisionsIdentify and prioritize CX breakdowns through VOC, operational data, and field feedbackAct as the first point of contact for field leaders on CX-related challenges and opportunitiesDesign, test, and iterate on new customer experience concepts in collaboration with Ops and ProductPresent in ongoing and ad hoc cross-functional forums (e.g., weekly business reviews), often with VP-level stakeholdersSupport the evolution of CX measurement strategiesincluding journey-level insights and forward-looking KPIsContribute to frontline enablementwhether through messaging, process design, or behavioral reinforcementWhat We're Looking For:Bachelor's degree required. Degrees in Business, Hospitality, Industrial Engineering, or a related field preferred58 years of experience in Customer Experience or a related role with a strong operational lens and direct partnership with frontline leadership teamsBackground in travel, hospitality, or other service-intensive industries where in-person experiences are core to the customer journeyDemonstrated success driving change across a matrixed organization, particularly in cross-functional or field support rolesAnalytical and data-informed; comfortable using data to shape CX narratives and partnering with Insights & Analytics to inform priorities and gain stakeholder buy-inHigh emotional intelligence and strong communication skills. Comfortable presenting to executives and connecting with frontline operators alikeSystems thinker with the ability to balance customer empathy with business impactCurious, adaptable, and proactive. Constantly seeking to improve how things work for the customer and the businessWhat You'll Get:40% off any standard Hertz Rental?Paid Time OffMedical, Dental & Vision plan optionsRetirement programs, including 401(k) employer matching.Paid Parental Leave & Adoption AssistanceEmployee Assistance Program for employees & familyEducational Reimbursement & DiscountsVoluntary Insurance Programs - Pet, Legal/Identity Theft, Critical IllnessPerks & Discounts Theme Park Tickets, Gym Discounts & moreThe 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 STATEMENTAt 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 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