Operations Manager

The Airport Operations Manager directs the process and activities of frontline employees, including but not limited to CSAs, CXAs, Flex Reps, VSAs, or other non-exempt employees, and may assist the Senior Operations Manager in overseeing a brand or department of an airport location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency.

The Airport Operations Manager helps to provide overall leadership to non-exempt employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, safety, service, budgets, and vendor relations. The Airport Operations Manager may lead a brand or a function and all brands, depending on the size of the location.

The key responsibilities and accountabilities for the Airport Operations Manager are:

Responsible for daily operations, fleet availability, and revenue generation for his or her assigned function

Leads 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 experience

Pro-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 results

Conducts performance evaluations that are timely and constructive, where applicable

Manages the airport and assigned locations/geographic areas when the General Manager is not present

Participates in the recruiting process, as required

Provides management with various updates and indicators as requested

Remains current on all administrative duties according to company policy

Educational Background:

High School Diploma required

Bachelor’s Degree preferred

Professional Experience:

1-3 Years prior experience of customer service or operations, according to specific job duties

Experience in car rental, hospitality, or tourism a plus

Results orientation

Ability to direct and motivate teams

Ability to work effectively with Senior leaders

Knowledge:

Customer service resolution practices

Excellent communication techniques

People management and leadership capability

Sales Management/Coaching ability

Operations Management

Skills:

Highly organized

Ability to solve problems independently

Working knowledge of Microsoft office suite.

Time Management skills

Customer service aptitude - Ability to address and resolve customer service issues

Excellent oral and written communication skills

Competencies:

Personal Accountability

Effective Communication

Demonstrates Initiative

Passion for Customer Service & Stakeholder Success

Trust & Integrity

Adaptable and Flexible

The 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