Hertz Global Holdings, Inc

Manager Customer Experience - Strategy

Hertz Global Holdings, Inc • $100K *
Atlanta, GA 30349In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Hospitality, Industrial Engineering, or related field
  • 5+ years experience in Customer Experience, project management, or operational transformation
  • Background in service-oriented industries like travel, retail, or hospitality
  • Proven ability to lead change initiatives in matrixed environments
  • Strong analytical skills for data-driven decision making
  • Excellent project leadership and stakeholder management abilities
  • Exceptional communication and interpersonal skills

Responsibilities

  • Lead customer experience initiatives from concept to implementation
  • Own strategy for customer communications and service recovery
  • Translate insights into actionable improvement plans with Analytics team
  • Collaborate with operational leaders to implement scalable solutions
  • Design and enhance customer experience initiatives with cross-functional teams
  • Manage cross-functional project timelines and risk mitigation plans
  • Present updates and recommendations to VP-level stakeholders

Benefits

  • 40% off any standard Hertz Rental
  • Paid Time Off
  • Medical, Dental & Vision plan options
  • Retirement programs with 401(k) employer matching
  • Paid Parental Leave & Adoption Assistance
  • Employee Assistance Program for employees and family
  • Educational Reimbursement & Discounts
  • Voluntary Insurance Programs for various needs
  • Perks & Discounts such as Theme Park Tickets and Gym Discounts
Full Job Description
Job Description

Day In the Life:

The Customer Experience Manager leads customer experience strategy and continuous improvement initiatives to deliver a best-in-class, customer-centric experience across all locations. This highly visible individual contributor role partners with leaders across Operations, Analytics, Product, Technology, Marketing, and Customer Care to translate customer insights into scalable solutions that improve service delivery, streamline processes, and enhance business performance.

The ideal candidate is a strategic project leader who can drive initiatives from concept through implementation, leveraging data, automation, and cross-functional collaboration to eliminate customer pain points, improve operational efficiency, and create consistent customer experiences. This role regularly partners with frontline teams and senior leadership to identify opportunities, implement improvements, and support key business objectives.

This position starts at $100K; commensurate of experience + bonus potential.

What You'll Do:
  • Lead customer experience initiatives from concept through implementation, driving measurable improvements across key customer touchpoints.
  • Own the customer experience strategy for assigned areas, including communications, service recovery, and rental pickup and return experiences.
  • Partner with Insights & Analytics to translate customer, operational, and field data into actionable recommendations and prioritized improvement plans.
  • Collaborate with frontline and operational leaders to identify experience gaps and implement scalable solutions.
  • Design, test, and enhance customer experience initiatives in partnership with Operations, Product, Technology, and Customer Care teams.
  • Lead cross-functional projects using structured project management practices, ensuring clear accountability, timelines, risk mitigation, and adoption plans.
  • Present recommendations, progress updates, and results to cross-functional teams and senior leadership, including VP-level stakeholders.
  • Support the development of customer experience measurement strategies, including journey analytics and key performance indicators.
  • Contribute to frontline enablement through process improvements, communication strategies, training support, and tools that promote consistent service delivery.


What We're Looking For:
  • Bachelor's degree required; preferred in Business, Hospitality, Industrial Engineering, or a related field.
  • Minimum of 5 years of experience in Customer Experience, project/program management, service design, or operational transformation roles.
  • Experience in travel, hospitality, retail, or other service-oriented industries where in-person customer experiences are central to the business.
  • Demonstrated success leading change initiatives across matrixed organizations and partnering with cross-functional teams.
  • Strong analytical skills with the ability to leverage data, dashboards, AI, and trend analysis to drive customer experience improvements and influence business decisions.
  • Proven project leadership skills with the ability to manage timelines, align stakeholders, remove obstacles, and drive execution from concept to implementation.
  • Excellent communication and interpersonal skills, with the ability to effectively engage frontline teams and present to senior leadership.
  • Strong systems-thinking mindset with the ability to balance customer needs, employee experience, operational efficiency, compliance requirements, and business objectives.
  • Adaptable, proactive, and customer-focused, with a continuous improvement mindset and a passion for enhancing the customer experience.


What You'll Get:
  • 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
    #ZIP


About Hertz Global Holdings, Inc

Hertz is the largest worldwide airport general use car rental company with more than 1,700 airport locations in the U.S. and more than 1,300 airport locations internationally. Product and service initiatives such as Hertz Gold Plus Rewards, NeverLost®, Carfirmations,?Mobile Wi-Fi, and unique vehicles offered through the Adrenaline, Dream, Family,?Fun,?Green and Prestige Collections set Hertz apart from the competition. Additionally, Hertz owns the vehicle leasing and fleet management leader Donlen Corporation, operates the Hertz 24/7 hourly car rental business and sells vehicles through its Rent2Buy program. The company also owns Hertz Equipment Rental Corporation (HERC), one of the largest equipment rental businesses with more than 355 locations worldwide offering a diverse line of equipment and tools for rent and sale. HERC primarily serves the construction, industrial, oil, gas, entertainment and government sectors.

Hertz Global Holdings, Inc Careers

Join the dynamic team at Hertz Global Holdings, Inc, a global leader in the car rental industry, and drive your career forward with one of the most recognized companies worldwide. At Hertz, we offer more than just job opportunities; we provide a platform for professional growth and innovation in a workplace that values diversity and leadership.

Work You’ll Do

Embark on a career journey with Hertz Global Holdings, Inc, where you will be part of a team that champions digital transformation and leads with a forward-thinking approach in the mobility sector. Our employees are equipped with the skills to master complex challenges and leverage technology for streamlined solutions.

Innovate and Lead

At Hertz, innovation isn't just another buzzword—it's the backbone of our operations. Join us and contribute to initiatives that redefine industry standards and enhance customer experiences globally. With a focus on continuous improvement and technology-driven solutions, your work at Hertz will set new benchmarks in the industry.

Grow Your Career

Hertz believes in nurturing talent and providing our team with the education and tools they need to succeed. From leadership training programs to hands-on internship experiences, our commitment to professional development ensures that your career trajectory is always upward. With diverse job opportunities across various functions, Hertz empowers you to excel in your chosen field.

Be Part of Our Culture

Our company culture thrives on teamwork, diversity, and a commitment to excellence. At Hertz, you will work alongside industry experts who are enthusiastic about mentoring and sharing knowledge through robust networking and training programs. We celebrate different perspectives and encourage our team members to bring their unique insights to the table.

Benefits and Perks

Choosing a career at Hertz Global Holdings, Inc means opting for a path filled with rewarding experiences and comprehensive benefits. We value our employees’ well-being and offer competitive packages that include health, financial, and lifestyle benefits to ensure a balanced and fulfilling professional life.

Explore Job Opportunities

Whether you are looking for an internship, a full-time position, or a leadership role, Hertz offers a range of employment options to match your career aspirations. Enhance your resume through challenging projects, engage in high-impact strategies, and interview for roles that elevate your career to new heights.

Join Our Team

Ready to accelerate your career? Search open positions that align with your skills and interests on our Careers page. At Hertz, we are always on the lookout for passionate, curious, and solution-driven team players who are ready to drive the future of mobility.

Stay Connected

Keep up to date with the latest industry trends, career tips, and company news by subscribing to our Careers Blog. Personalize your experience by signing up for job alert emails tailored to your preferences and be the first to know about exciting and rewarding opportunities at Hertz Global Holdings, Inc.

Hertz Global Holdings, Inc—Where Careers Are Driven.

Learn more about Hertz Global Holdings, Inc
Size
23,000 employees
Market Cap
$4.8 billion
Industry
Transportation
Founded
1918
5 Year Trend
-3.6%
NASDAQ
HTZ
* Ladders Estimates

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