Customer Operations General Manager II

The General Manager II, Customer Operations is responsible for the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team.  The General Manager II will oversee customer operations of a location ensuring maximum performance and efficiency while providing overall leadership to employees by maintaining a positive employee culture, customer satisfaction, safety, service, budgets, and vendor relations. This position is responsible for having in-depth knowledge of operations, management, logistics, technology and financial disciplines across all functions and all brands at a location.

What You’ll Do:

• Actively fosters a culture that provides the “Best in Class” service
• Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused organization focused on selling value-added services
• Ensures achievement of profitability while protecting the value offering
• Implements and drives innovative and creative methods and processes to meet and exceed customer expectations
• Constantly champions productivity improvements via employee involvement and accountability
• Partners with Finance to maximize cash management through reducing non-fleet receivables
• Develops cross-functional talent effectively within the Organization in order to foster a high performing culture and holds all location management accountable for the effective management of their teams
• Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
• Develop effective tactical plans and operationally execute the company strategy, as cascaded by the Area Vice President
• Creates a culture of partnership and open mindedness at all levels through effective collaboration across the organization
• Generates innovative ideas and solutions to problems and constantly strives to improve business results and stay ahead of the competition
• Establish and deliver location-specific performance standards/goals and ensure execution
• Conducts performance evaluations that are timely and constructive

What We’re Looking For:

• 6+ years’ experience in Customer Service or Operations Managment; Car Rental, Hospitality or Tourism preferred
• Bachelor’s Degree, preferred
• Moderate proficiency in Microsoft Office Suite
• Ability to collaborate with internal and external stakeholders across multiple functions and locations
• Ability to influence
• Flexible and adaptable; ability to work effectively in ambiguous situations
• Excellent verbal and written communication skills
• Results driven, ability to make decisions and help solve problems
• Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team.
• Ability to drive process and organizational change.
• Ability to motivate teams and keep a positive attitude in a fast-paced environment.
• Ability to work under minimal supervision with a goal-oriented mindset.
• Ability to see the big picture and leverage critical thinking and decision-making skills.
• Excellent organization, time management, delegation, and prioritization skills.
• Courageous leadership and accountability.

What You’ll Get:

• 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