Manager Customer Experience

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.

The starting salary for this role is $100K, commensurate with experience.

• 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

• 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

• 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