Manager, Service Recovery

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We are seeking a dynamic and operationally strong leader managing our Service Recovery function for North America Customer Care. As the Manager of Service Recovery, you will ensure that when customers experience challenges, we respond promptly, fairly, and with empathy, restoring confidence and strengthening the Hertz, Dollar, and Thrifty brands.

Reporting to the Director of Operations, North America Customer Care, you will lead efforts to deliver exceptional recovery experiences that drive customer loyalty and retention.

You will be the critical link between our Customer Experience strategy and frontline recovery execution. Your mission: elevate recovery quality, consistency, and empathy across all customer touchpoints—whether in person, via chat, phone, or email. Beyond resolving issues, you’ll collaborate with internal stakeholders to identify root causes and implement systemic improvements that reduce the need for recovery altogether.

The starting salary for this role is $90K, commensurate with experience.

• Oversee day-to-day service recovery operations executed by third-party BPO & AI agent partners across phone, email, and chat channels across multiple lines of business.
• Define, communicate, and manage SLAs and KPIs focused on resolution speed, fairness, problem solving, and NPS.
• Partner with vendor leadership teams to ensure adherence to quality, compliance, and brand standards.
• Monitor and analyze recovery performance metrics to identify trends, elevate issues, and drive corrective actions.
• Use basic data exploration techniques, leveraging Excel, BI tools, or simple Python notebooks, to independently dig into performance questions and validate trends.
• Collaborate with Workforce Management and Vendor Governance to ensure staffing models support volume and service goals.
• Ensure cost-effective management of goodwill and compensation budgets in partnership with Finance.

• Develop reporting and analyze escalations and recovery data to uncover systemic issues impacting customer experience.
• Collaborate cross-functionally with Operations, Fleet, Technology, and Policy teams to implement long-term fixes.
• Champion “voice of the customer” insights from recovery cases to inform product, process, and training enhancements.
• Lead structured performance reviews with BPOs, ensuring data-driven accountability and continuous improvement.
• Apply light scripting or generative AI assisted workflows to accelerate root-cause analysis and streamline ad-hoc investigations.

• Work closely with the Director of Operations and the VP of Customer Experience to align recovery efforts with organizational CX goals.
• Develop and document best practices, playbooks, and training content to standardize recovery execution across BPO sites.
• Partner with Quality Assurance, Learning & Development, and CX Analytics teams to refine feedback loops and close the gap between customer expectation and delivery.
• Encourage and model data self-sufficiency by using accessible technical tools to deepen insights and improve decision-making processes.

You’re a collaborative operator who can influence through partnerships and data. You understand how to turn insights into action in ways that improve both the customer experience and the bottom line.

• Strong customer-centric mindset, skilled at identifying drivers behind key experience metrics (NPS, retention, resolution rates) and translating insights into actionable initiatives.
• Advanced analytical and problem-solving skills comfortable interpreting performance data, diagnosing issues, and designing solutions independently.
• Ability to balance operational efficiency (SLA, cost-per-contact) with customer impact, ensuring decisions serve both the customer and the business.
• Exceptional communication and stakeholder management skills; adept at influencing cross-functional partners and driving accountability.
• Passion for customer advocacy and continuous improvement, focused on creating recovery…