Responsible for leading the Global Customer Care Organization (Hertz, DTG, and 3rd Party Partners). Responsible for all aspects of Hertz Customer Care Sales and Service (teams and performance) - globally: revenue generation, people management, achieving service levels, quality, process development and improvement, technology, and business continuity. Key Result AreasDefine and deliver the Customer Care strategy to lead the organization (people, process, systems) for the future and across the globe.Develop strategies and execute on them to drive the overall performance of the customer care organization: customer satisfaction, employee satisfaction, customer service levels, staffing and operational KPIs, revenue generation.Oversee all customer care operations – our own as well as our third-party partners, including workforce management, employee development and performance and new programs management & business analytics.Build and lead highly effective agent teams, managers, supervisors, and site leadership. Manage 3rd party partner relations Establish and lead strategy for customer satisfaction (internal and external) NPS & PULSEDefine and Lead social media strategy for Customer Care. Work with cross-functional leaders to define, develop and execute customer retention and development programs Partners with external customer and vendors identify technology and best practices for customer careExecute the roll out of international Customer Care locations – to include third party. Provide the “voice of the customer” to the rest organization. Strong use of metrics and dashboards to readily understand the business / employee.Lead and drive continuous improvement efforts (Transformation).Drive cultural change through Coaching / Mentoring / Leadership / Employee DevelopmentDrive collaboration to support business initiatives such as mergers and acquisitions; new business development, augmentation of resources; 3rd party relationships; technology upgrades / improvements; best in class operations and services.Establish business continuity plans to ensure seamless operations related to system outages and / or location outages (Disaster Recovery). Ensure build in level of redundancy to ensure customer service levels meet desired standards. Knowledge and experience with Change Management philosophies and methodologies (Lean, Six Sigma), that aid in supporting organizational and business change initiatives.Other duties as assigned
*LI-CR1 Mandatory Requirements Educational and Skills Background:
10-15 years’ experience in managing operations (1000+ Agents) ideally in a high-volume environment. Ability to develop and align the Customer Care management team around a vision for the Customer Care organization.
International / Global Experience Six Sigma Green Belt (Certified)Preferred Education and Experience
Graduate degree a plus. Black Belt PreferredKnowledge:
Passion for selling and passion for customer-centric business. Demonstrated thought leader around customer satisfaction, service & business support.Proven strategic skillset and process orientation.Proven analytical and P&L skills: Knowledge and experience managing leaders who manage business analytics, workforce management, schedule optimization and training in a multi-site and high volume environment.Unparalleled leadership and interpersonal skills – the ability to “connect” with staff and customers. Ability to think and perform both tactically and strategically. Analytical and data driven. Managed Worldwide / international teamsStrong MS Excel and PowerPoint skills. High-energy disposition and have a keen ability to drive change in rapid developing organization, strategic and business abilities as well as process and operational leadership.Previous experience in fast-paced environment, with proven performance in a high volume call center environment. Ability to work on projects that range in size, complexity and duration.Project management experienceExcellent Communications skills: Written, Verbal and through Presentation materialsHighly self-motivated and directed with an attention to detailSix Sigma-LEAN-Project Management
Preferred Requirements EEO/AA: Females/Minorities/Disabled/Vets
Location/Region: Oklahoma City, OK (US)