Operations Manager - Car Privileges

Job Description

We are seeking a motivated and detail-oriented Operations Manager to join our team. This role involves overseeing daily operations, ensuring exceptional customer service, and leading employees to meet and exceed performance standards.

The Operations Manager is responsible for vehicle readiness, supervising fleet and counter activities, and supporting the General Manager in maintaining operational excellence. This position is ideal for individuals with strong leadership skills and a commitment to delivering seamless customer experiences.

As the Operations Manager, you will:

• Oversee and streamline the rental process to ensure minimal wait times, delivering fast, friendly, and efficient service that enhances customer satisfaction.
• Make decisions that strike a balance between customer satisfaction and company profitability.
• To meet customer needs and improve service quality, maintain a well-maintained fleet of clean vehicles with a diverse range of car types, including specialty vehicles.
• Manage the team to create a seamless operation by anticipating needs, enhancing processes, and addressing challenges before they arise.
• Forecast needs, improve workflows, and proactively solve problems to ensure smooth operations and team efforts.
• Complete and prioritize intricate task lists with precision and follow-through, eliminating the need for reminders.
• Ensure team members are productive, follow up on performance, maintain team motivation, and provide support when needed.
• Monitor departmental responsibilities and address any slowdowns that may occur.
• Conduct and participate in the recruitment, interviewing, and hiring of staff.
• Check performance metrics, ensure team members meet goals, and adjust strategies as needed.
• Develop and refine cross-training programs to enhance team member versatility.
• Coach rental agents to achieve sales goals and revenue targets, providing the necessary support to help them excel.
• Generate and present detailed Excel reports on Key Performance Indicators (KPIs).
• Perform other duties as assigned to support business needs and objectives.

Process Optimization:

• Utilize past data and market trends to forecast and plan for staff and vehicle requirements.
• Monitor workflows and identify opportunities to improve them across the board.
• Plan for any unexpected demands or disruptions to ensure smooth operation.
• Simplify and improve processes to boost efficiency and clear up bottlenecks.
• Create a positive environment where everyone feels encouraged to suggest improvements and collaborate on solving problems.

Experience/Qualifications:

• High school diploma (or GED equivalent); college degree desired
• Strong problem-solving, analytical, and organizational skills.
• Candidates must be available to work any day of the week, including evenings, weekends, and holidays. Schedules will vary, and flexibility is required.
• Advanced proficiency in Microsoft Excel for data analysis and reporting.
• Excellent communication, interpersonal, and leadership abilities.
• Proficiency in real-time monitoring technology and communication systems.
• Ability to monitor and coach a sales team as needed to achieve targets and enhance performance.

We offer:

• Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus
• Company-paid Life Insurance
• Company-paid AD&D Insurance
• Flexible spending account
• Parental leave
• Employee assistance program

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Accordingly, all members of society, irrespective of age, gender, disability, sexual orientation, race, religion, or belief, are encouraged to apply to join our team. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Europcar Mobility Group

Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe.  “We help to change the way you move” is what we stand for and brings us together.

We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles.

Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning.

Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.

More info at: www.europcar-mobility-group.com