Operations Manager - Hertz
Kansas City, MO 64153
About the Job
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.
Pay Rate: $50K
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.
Source : Hertz