The airports are busy locations dealing with several hundred/thousand transactions in a day. Every Manager has a role to play in ensuring their contribution enables the whole operation to work efficiently to deliver the best customer service. Therefore managers must look not only at the functions where they have oversight, but the site as a whole to ensure that service focus is achieved at all times. Hertz has high expectations that all managers will be effective leader coaches.
As the Operations Leader (OL), you will manage the two key areas of VSA and IR working closely with both the Ultimate Choice Lot Manager and Product Quality Manager. Your team will work to ensure vehicles quickly and efficiently flow from IR through VSA to stalling per the Hertz replenishment model. Your primary focus is to lead your team to the highest level of performance by make sure that the right vehicles are properly accounted for, cleaned and stalled ready for our customers to enjoy. The OL champions superior levels of customer vehicle cleanliness and instills a quality mindset in all members of the operations team including outside third party vendors. Additionally, the OL takes responsibility and maintains quality control of the site fleet and works with other sites to adjust the fleet as required. The OL will serve as the third level of escalation for customer issue and works to resolve outstanding issues and coach your team how to deliver the highest level of customer service.
To be a great Operations Leader, you need:
Bachelor’s degree level is preferred (Associate level is accepted), but someone who is able to demonstrate the requisite behaviors and with the right level of experience (below) will also be considered.
Proven track record of being an effective leader and coach to others. An operational background in car rental is necessary, as is the need to have undertaken at least 3 functional Manager roles – so they have a good comprehension of both operational and customer facing functions within the location. Attitude and the right behaviors are more important, as is the requisite level of capability to manage in a tough, fast moving operation. Previous experience of working in a unionised environment would also be an advantage.
In addition, mobility is helpful as it is common for Hertz to require individuals to move to different geographic locations to gain experience at different airport locations, especially for those who wish to pursue a more senior management career in Hertz.
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.