Hertz · 15 hours ago
Customer Experience Manager
Atlanta, GA
Full-time
Onsite
Senior Level
5+ years expHertz is seeking a Customer Experience Manager to lead CX strategy and improvement efforts across their Customer Operations experience. This role involves collaborating with cross-functional leaders to create a customer-centric experience while identifying experience gaps and driving actionable improvements.
AutomotiveLeisureTransportation
Responsibilities
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
Qualification
Required
Bachelor's degree required
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
Preferred
Degrees in Business, Hospitality, Industrial Engineering, or a related field
Company
Hertz
Hertz is an airport general use car rental company.
10001+ employees
H1B Sponsorship
Hertz has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (62)
2024 (32)
2023 (42)
2022 (31)
2021 (9)
2020 (46)
Funding
Current Stage
Public CompanyTotal Funding
$2.86B2025-09-25Post Ipo Debt· $375M
2025-06-30Post Ipo Debt· $985M
2024-12-05Post Ipo Debt· $500M
Leadership Team
Wayne West
Chief Executive Officer
Scott M. Haralson
EVP& CFO
Recent News
2026-01-13
2025-12-26
2025-12-08
Company data provided by crunchbase