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As the Market Leader (ML), you will manage the key areas of operations and customer service for the Company and Dollar/Thrifty brands. You will strive to create a positive customer experience by leading and coaching your team to ensure that they are offering exceptional products, services and vehicle choices while expediting each step of the rental process. Emphasis will be given in providing the highest standard quality and service to the brands’ most loyal and valued customers. You will leverage the Ultimate Choice replenishment model to ensure customers are being offered a variety of vehicles to choose from. Your team will work to ensure vehicles quickly and efficiently flow from IR through VSA to stalling per the replenishment model. You will lead your team to the highest level of performance by ensuring that the right vehicles are properly accounted for, cleaned and stalled ready for our customers. You will ensure superior levels of customer vehicle cleanliness and will instill a quality mindset in all members of the operations team including outside third-party vendors. You will also take responsibility and maintain quality control of the fleet and work with other locations to adjust the fleet as required. As the Market leader, you will serve as the third level of escalation for customer issues and work 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:
An ability to lead and manage all aspects of the Ultimate Choice replenishment model and ensure that clean and prepared cars are ready for rental
An ability to understand the movement and flow of vehicles from IRR to VSA to Maintenance as needed, and to Ultimate Choice zones
The ability to analyze and to understand the impact of hourly reservations on the replenishment model and the ability to make adjustments throughout the day
A deep desire to be innovative by being able to spot trends and develop creative solutions that improve overall operations and drives both quality and revenue
An ability to remain level headed and calm with both customers and employees as you assist them
An ability to be a Company Brand Ambassador at all times as you seek to create a positive environment and solutions that generate continued customer and employee loyalty
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 unionized environment may also be an advantage.
Strong management, communications, interpersonal relationship, customer service, problem solving, fleet management, and sales skills
Strong strategic planning and analytical skills including the ability to forecast demand and utilization
Strong logistic ability to understand fleet movement
Deliver great outcomes, consistently: Deliver exceptional outcomes (for our customers) and motivate others to do the same:
Innovate at our core: Turn ideas into pragmatic, commercial, customer-focused solutions; Show deep curiosity (so show a willingness to learn)
Grow incredible talent: Create opportunities for people to learn and grow
Lead authentically: Show confidence and humility (remain level headed at all times); Own and learn from your mistakes, then move on; Speak up and make the tough calls when needed
Align people: provide clear context and direction on goals and expectations
In addition, mobility is helpful as it is common 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 within the Company Corporation.
Company is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Company is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Company is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
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