Customer Operations Manager

Job-ID: 43233Category: OperationsLocation: Hanover, MD, United StatesSchedule: Full timeContract: RegularOpenings: 1Posted: 2026-09-29Remote: NoThe Customer Operations Manager focuses on the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Manager directs processes and activities of frontline employees and may assist the Senior Customer Operations Manager in overseeing a brand or department of the location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency. The Manager helps to provide overall leadership to customer operations employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, service, budgets, safety, and vendor relations. The Manager may lead a brand or a function and all brands, depending on the size of the location. The salary for this position is $65,000What You’ll Do:Responsible for daily customer operations and revenue generation for their assigned functionLeads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes Resolves customer issues, ensuring a positive customer experiencePro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)Constantly champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)Actively engages in effective communication plans focused on building employee engagement in order to achieve business resultsConducts performance evaluations that are timely and constructive, where applicableParticipates in the recruiting process, as requiredProvides management with various updates and indicators as requestedRemains current on all administrative duties according to company policyWhat We’re Looking For:1-3 years’ experience in Customer Service or Operations. Car Rental, Hospitality or Tourism experience preferred.High School Diploma required, Bachelor’s Degree preferred Moderate proficiency in Microsoft Office SuiteAbility to collaborate with internal and external stakeholders Flexible and adaptable; ability to work effectively in ambiguous situations Excellent verbal and written communication skills Ability to address and resolve customer service challengesResults driven, ability to make decisions and help solve problemsAbility to build and lead a diverse, high-performing, results-oriented, and highly-engaged teamAbility to drive process and organizational changeAbility to influenceAbility to motivate teams and keep a positive attitude in a fast-paced environmentAbility to work under minimal supervision with a goal-oriented mindsetAbility to see the big picture and leverage critical thinking and decision-making skillsExcellent organization, time management, delegation, and prioritization skills.Courageous leadership and accountabilityWhat You’ll Get:Up to 40% off the base rate of any standard Hertz Rental Paid Time OffMedical, Dental & Vision plan optionsRetirement programs, including 401(k) employer matchingPaid 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 & moreAbout the companyThe 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 – 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