Manager of Customer Advocacy

Who We Are:

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

This role supports the organization by managing and handling, for all company brands, escalated customer claims and day-to‑day operations of general Customer Service functions. This role will manage large‑scale customer service operations, along with the ability to lead teams that are responsible for Executive, Diversity and Public Relations issues on a global basis. This hands‑on fast‑paced role will require you to conduct investigations and interviews with internal personnel and external customers, respond on behalf of the company and/or prepare recommendations for response that may be used by Legal/Public relations departments.

Regular interaction with senior leadership team to resolve highly sensitive information.

• Initiate investigations to determine root cause of potential/actual legal allegations. Partner with all levels of organization/management to gather data and facts related to the allegations. Assimilate and analyze the data received to make appropriate recommendations to legal department for ultimate resolution. Responds directly to customers on behalf of the organization, to handle highly sensitive customer issues.
• Leads and manages the activities of the internal Customer Service departments such as social media, Phone, Email, Executive Response and Partner Support.
• Facilitate escalated customer service issues received from senior leadership team, Integrity Hotline, Public Relations, Legal, Customer Service, Field Operations and Damage/Claims department.
• Interact with various licensees to determine right way of responding, review policy issues that impact licensee operations. Provide suggestions to help them comply with ABG and yet have a successful business operation. Intervene with licensee operations, licensee and field operations to help resolve disputes, such as adjustments.
• Ensure compliance with the ABG and Department of Justice agreement, related to disability services.
• Participate on special projects focused on improving the customer experience and other duties as assigned.
• Ensure brand(s) integrity and protection while working through sensitive customer or potential legal/actual legal allegations.
• Leads the team by providing strategic direction, coordination and evaluation of the team by coaching and mentoring representatives to drive performance improvement initiatives and meet departmental KPIs.
• Supervises a team of supervisors
• Develops a high‑performing team that is respected and viewed as a valued business partner
• Conducts performance appraisals for direct reports, recommends salary increases, provides individual feedback to improve performance, and initiates corrective action in response to personnel problems.

• High School diploma required. Bachelor’s degree is preferred.
• Car rental industry experience /ABG experience is preferred.
• Preferred candidate will have a minimum of 5 years of customer service/contact center experience.
• Preferred candidate will have 5 or more years of management experience in a similar business operation.
• Strong leadership, customer service, decision making, and problem‑solving skills
• Strong analytical and organizational skills
• Proficient PC skills, including MS Word, Excel, Outlook, and Power Point
• Ability to work with all levels of management throughout ABG globally.
• Ability to manage confidential situations that require “attorney‑client privilege” treatment
• Working knowledge of policies and procedures for Avis, Budget, Payless, Zip Car and Budget Truck.
• Excellent verbal and written communication skills, including the ability to build confidence and inspire support through a convincing presentation and writing style,…