The Avis First Experience Manager is responsible for designing, optimizing, and managing the end-to-end digital customer journey for Avis First customers. This role serves as the primary owner of the customer experience from the moment a reservation is made through vehicle return, ensuring every digital touchpoint reflects the premium Avis First brand promise.
What You'll Do: - Own the Avis First customer journey across all digital touchpoints - booking, pre-arrival, pickup, in-rental, and return
- Identify customer pain points and lead initiatives that reduce friction while increasing customer satisfaction, ensuring every customer interaction aligns with the Avis First premium brand experience
- Lead the Avis First web/mobile app experience; partner with Product/IT to prioritize and deliver enhancements
- Optimize the biometric enrollment process to deliver a seamless customer experience while supporting fraud prevention objectives
- Own the digital tools and workflows that enable Avis First Concierges to deliver exceptional, consistent service
- Manage the Avis First chat experience, monitoring availability, response times, resolution rates, and customer satisfaction
- Partner with the Contact Center to ensure Avis First customers receive consistent, premium support and identify opportunities to improve issue resolution and reduce customer effort
- Develop and manage customer communications throughout the rental lifecycle in partnership with Marketing
- Analyze NPS, customer satisfaction, digital analytics, and operational metrics; present recommendations to senior leadership
- Lead cross-functional initiatives representing the voice of the customer in product development and operational planning
Perks You'll Get: - Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
What We're Looking For: - Bachelor's degree in related field
- 5+ years in Customer Experience, Digital Experience, Product Management, or Business Operations
- Proven track record managing cross-functional initiatives involving technology and operations
- Excellent communicator with the ability to influence across organizations without direct authority
- Preferred: Experience in mobility, travel, hospitality, airline, or automotive
The annual starting salary for this position is between $110,000 - $150,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Parsippany
New Jersey
United States of America
