Job description

The 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 $50,000/yr What You’ll Do: • Responsible for daily customer operations and revenue generation for their 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 • 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 What 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 Suite • Ability 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 challenges • 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 influence • 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 #zip

Requirements

Must-haves

The salary for this position is $50,000/yr
Responsible for daily customer operations and revenue generation for their 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
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
Moderate proficiency in Microsoft Office Suite
Ability 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 challenges
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 influence
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

Nice-to-haves

1-3 years’ experience in Customer Service or Operations. Car Rental, Hospitality or Tourism experience preferred.
High School Diploma required, Bachelor’s Degree preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: oracle-cloud
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave