The Airport Operations Manager directs the process and activities of frontline employees, including but not limited to CSAs, CXAs, Flex Reps, VSAs, or other non-exempt employees, and may assist the Senior Operations Manager in overseeing a brand or department of an airport location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency.

　　The Airport Operations Manager helps to provide overall leadership to non-exempt employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, safety, service, budgets, and vendor relations. The Airport Operations Manager may lead a brand or a function and all brands, depending on the size of the location.

　　The key responsibilities and accountabilities for the Airport Operations Manager are:

　　Responsible for daily operations, fleet availability, and revenue generation for his or her assigned function

　　Leads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes

　　Resolves customer issues, ensuring a positive customer experience

　　Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)

　　Constantly champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)

　　Actively engages in effective communication plans focused on building employee engagement in order to achieve business results

　　Conducts performance evaluations that are timely and constructive, where applicable

　　Manages the airport and assigned locations/geographic areas when the General Manager is not present

　　Participates in the recruiting process, as required

　　Provides management with various updates and indicators as requested

　　Remains current on all administrative duties according to company policy

　　Educational Background:

　　High School Diploma required

　　Bachelor’s Degree preferred

　　Professional Experience:

　　1-3 Years prior experience of customer service or operations, according to specific job duties

　　Experience in car rental, hospitality, or tourism a plus

　　Results orientation

　　Ability to direct and motivate teams

　　Ability to work effectively with Senior leaders

　　Knowledge:

　　Customer service resolution practices

　　Excellent communication techniques

　　People management and leadership capability

　　Sales Management/Coaching ability

　　Operations Management

　　Skills:

　　Highly organized

　　Ability to solve problems independently

　　Working knowledge of Microsoft office suite.

　　Time Management skills

　　Customer service aptitude - Ability to address and resolve customer service issues

　　Excellent oral and written communication skills

　　Competencies:

　　Personal Accountability

　　Effective Communication

　　Demonstrates Initiative

　　Passion for Customer Service & Stakeholder Success

　　Trust & Integrity

　　Adaptable and Flexible

　　The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

　　US EEO STATEMENT

　　At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.

　　Individuals are encouraged to apply for positions because of the characteristics that make them unique.

　　EOE, including disability/veteran