A Day in the Life: 

We’re looking for a strategic and operational powerhouse to lead our North American contact center operations and continue to transform our service recovery model. As the Senior Director of Customer Care & Service Recovery, you’ll own a high-impact function that sits at the center of revenue generation, cost optimization, and customer loyalty across our franchise and corporate rental operations.

What makes this role unique:

This is more than a service role — it’s a growth engine. You’ll oversee a function with measurable top-line impact, aligning cost control with revenue generation, and helping transform how a legacy brand creates loyalty at scale. You’ll also play a pivotal role in redefining our customer experience strategy post-transaction — one of the most critical inflection points for customer trust.

Offices located in: Atlanta, Oklahoma City, Estero FL 

What You’ll Do: 

1. Contact Center Leadership – Operations, Revenue, and Experience

You will own / lead omni-channel support operations (phone, live chat, email, and agency correspondence) that serve millions of customers across North America. This includes:

Driving performance across key metrics (SLAs, CSAT, cost-per-contact, etc.) Managing vendor relationships, workforce planning, and technology strategy Overseeing revenue-generating service channels (sales, insurance replacement, rental extension, value-added-services) Coordinating with third parties (e.g., body shops, insurance partners) to optimize the customer journey and vehicle utilization Tracking and reporting on financial performance – both cost and revenue impact

2. Service Recovery Transformation – Turning Problem Recovery into Loyalty

When a customer has a service issue, how we respond defines our brand. You’ll lead our end-to-end service recovery approach with the goal of building a competitive advantage through loyalty and retention. This includes:

Designing and scaling recovery workflows that drive repeat rentals and Net Promoter Score Building a data-driven feedback loop to prioritize fixes that matter most to customers Partnering cross-functionally to close service gaps and empower agents to resolve issues with empathy and speed Developing talent, tools, and incentives to make service recovery a performance driver, not just a cost center

What We’re Looking For:

We’re looking for a versatile and operationally minded leader with a strong track record of delivering results in customer-facing environments. Whether your background is in contact center operations, loyalty strategy, customer segmentation, or CX design, you know how to lead complex teams, drive execution at scale, and connect service to business impact.

The ideal candidate will bring:

Experience leading or influencing high-volume customer support, loyalty programs, or other customer operations A strong foundation in operational leadership — you know how to set goals, drive accountability, and manage performance across teams and vendors A strategic understanding of customer segments and how to tailor service models to drive repeat behavior and lifetime value The ability to balance efficiency metrics (SLA, cost, utilization) with outcome metrics (NPS, retention, revenue impact) Cross-functional instincts, with comfort working across Sales, Operations, Product, and Finance A data-driven approach — you translate insights into clear decisions, scalable processes, and measurable improvements Proven success managing both cost efficiency and revenue-generating service streams Experience owning or co-owning service recovery or CX functions with measurable impact on retention Analytical mindset with ability to balance operational KPIs and customer sentiment metrics (NPS, CSAT) Exceptional cross-functional leadership – you’re as comfortable in the weeds with your team as you are in the boardroom Experience managing remote or distributed teams across time zones, including partners (BPO) in nearshore/offshore  Strong familiarity with utilizing contact center platforms, CRM systems, and automation tools

 

Who You'll Work With:

You’ll report to the VP of Customer Experience and work closely with leaders across Operations, Revenue Management, Sales, and Product. Your team will include analytics and operations talent focused on transforming both day-to-day contact center results and long-term customer lifetime value.

 

What You’ll Get:

We expect the starting base compensation to be around $175,000 with annual bonus and profit-sharing eligibility.  The actual salary will be determined based on years of relevant work experience. Service Vehicle provided for 24/7 professional and personal use.  Up to 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