We are seeking a Customer Experience Manager to lead CX strategy and improvement efforts across our Customer Operations (front-of-house) experience—where 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 foresight—anticipating 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 like—for our customers, our employees, and our brands.

 

What You’ll Do:

Lead initiatives to create best-in-class experiences across high-volume, high-friction customer touchpoints Own the end-to-end customer experience strategy for the Customer Operations domain, including communication, service recovery, rental pickup and drop off experiences Partner with Insights & Analytics to shape CX narratives and drive data-informed decisions Identify and prioritize CX breakdowns through VOC, operational data, and field feedback Act as the first point of contact for field leaders on CX-related challenges and opportunities Design, test, and iterate on new customer experience concepts in collaboration with Ops and Product Present in ongoing and ad hoc cross-functional forums (e.g., weekly business reviews), often with VP-level stakeholders Support the evolution of CX measurement strategies—including journey-level insights and forward-looking KPIs Contribute to frontline enablement—whether through messaging, process design, or behavioral reinforcement

 

What We’re Looking For:

Bachelor’s degree required. Degrees in Business, Hospitality, Industrial Engineering, or a related field preferred 5–8 years of experience in Customer Experience or a related role with a strong operational lens and direct partnership with frontline leadership teams Background in travel, hospitality, or other service-intensive industries where in-person experiences are core to the customer journey Demonstrated success driving change across a matrixed organization, particularly in cross-functional or field support roles Analytical and data-informed; comfortable using data to shape CX narratives and partnering with Insights & Analytics to inform priorities and gain stakeholder buy-in High emotional intelligence and strong communication skills. Comfortable presenting to executives and connecting with frontline operators alike Systems thinker with the ability to balance customer empathy with business impact Curious, adaptable, and proactive. Constantly seeking to improve how things work for the customer and the business

 

What You’ll Get:

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