Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Manager, CX Operations acts as the regional customer experience leader responsible for improving CX performance across an assigned region. This role partners with Regional VPs, City Managers, District Managers, and location teams to drive execution, accountability, and adoption of CX initiatives across the region’s network of locations. This leader is the primary field-facing extension of the CX Operations Enablement team, translating enterprise CX standards and priorities into consistent, on-the-ground execution. Success requires strong field credibility, hands-on coaching skill, and the ability to hold frontline leaders accountable for measurable improvements in customer experience.

Responsibilities

Monitor and evaluate location-level CX performance and service standard compliance across the region.
Own regional visibility into NPS, Google Reviews, complaints, and service recovery outcomes.
Identify performance trends, gaps, and outliers across districts and locations within the region.
Partner with field leaders — Regional VPs, District Managers, and City Managers — to develop and execute performance improvement plans.
Work directly with location teams to address root causes impacting customer experience.
Drive accountability for CX outcomes at the district and location level.
Drive adoption of CX initiatives, technology, training, and operational best practices across the region.
Support rollout and sustainment of enterprise CX programs, ensuring consistent execution at the location level.
Provide field feedback to the Sr. Director, CX Operations Enablement to help refine programs and tools.
Conduct location reviews to identify gaps in execution and service standard adherence.
Coach field leaders on customer experience and performance, building capability across the region.
Reinforce a customer-centric culture through regular presence, observation, and structured feedback.

Requirements

Bachelor’s degree in Business, Operations, Customer Experience, or a related field.
5+ years of experience in multi-unit operations, customer experience, or field performance management.
Proven ability to influence and drive accountability with field leaders without direct authority.
Strong analytical and problem-solving skills, with comfort using performance data to guide action.
Willingness to travel extensively within the assigned region.
Experience in car rental, travel, hospitality, retail, or airline industries.
Background coaching or developing frontline and district-level leaders.
Familiarity with CX measurement systems and Voice of Customer programs.

Skills

Customer Experience
Performance Management
Coaching
Analytical Skills
Problem-Solving
Leadership
Communication

Location

South San Francisco, California, United States of America

Work Type

Full-time

Experience Level

Manager

Education Level

Bachelor's degree

Salary/Compensations

$80,000 – $120,000 annually

Benefits

Medical, Dental, Vision, Life and Disability insurance
Group Auto Insurance
Group Home Insurance
Pet Insurance
Legal Assistance
Identity Theft Protection
FSA
Accident Insurance
Critical Illness Insurance
Additional life insurance coverages
401(k) Retirement Plan with company matched contributions
Full training to learn the business and enhance professional skills
Employee discounts, including discounted prices on the purchase of Avis/Budget cars
Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

About the Company

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.
Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.
Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.
We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

Equal Opportunity

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.