Join to apply for the
Manager of Customer Advocacy
role at
Avis Budget Group .
Overview 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, encouraging and supporting 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.
Job Summary This role supports the organization by managing and handling, for all company brands, escalated customer claims and day‑to‑day operations of general Customer Service functions. It manages large‑scale customer service operations and leads teams responsible for Executive, Diversity, and Public Relations issues on a global basis. The role requires conducting investigations and interviews with internal personnel and external customers, responding on behalf of the company, preparing recommendations for legal/public relations departments, and regular interaction with senior leadership to resolve highly sensitive information.
What You’ll Do
Initiate investigations to determine root causes of potential or actual legal allegations, partner with all levels of organization to gather data, analyze, and make recommendations to the legal department for resolution.
Lead and manage the activities of the internal Customer Service departments such as social media, phone, email, executive response, and partner support.
Facilitate escalated customer service issues received from senior leadership, Integrity Hotline, Public Relations, Legal, Customer Service, Field Operations, and Damage/Claims departments.
Interact with licensees to determine the appropriate response, review policy issues, provide suggestions for compliance with ABG, and help resolve disputes.
Ensure compliance with the ABG and Department of Justice agreement related to disability services.
Participate in special projects focused on improving the customer experience and other duties as assigned.
Ensure brand(s) integrity and protection while handling sensitive customer or potential legal matters.
Lead the team by providing strategic direction, coordination, and evaluation, coaching and mentoring representatives to meet KPIs.
Supervise a team of supervisors.
Develop a high‑performing team regarded as a valued business partner.
Conduct performance appraisals for direct reports, recommend salary increases, provide feedback, and initiate corrective action.
You Should Apply If You Bring
High school diploma required; bachelor’s degree preferred.
Car rental industry or ABG experience preferred.
Minimum five years of customer service/contact center experience.
Five or more years of management experience in a similar operation.
Strong leadership, customer service, decision‑making, and problem‑solving skills.
Strong analytical and organizational skills.
Proficient PC skills (MS Word, Excel, Outlook, PowerPoint).
Ability to work with all levels of management globally.
Experience managing confidential situations requiring “attorney‑client privilege” treatment.
Knowledge of Avis, Budget, Payless, Zip Car, and Budget Truck policies and procedures.
Excellent verbal and written communication skills, including presentation, negotiation, and communication of operational changes.
High proficiency with ABG systems such as Wizard, XVR, Watson preferred.
Ability to facilitate investigations, assess data, recommend and initiate customer resolutions.
Ability to develop strong relationships with licensees and other departments to garner support, resolution, and resources.
Benefits You’ll Receive
Paid time off.
401(k) retirement plan with company matched contributions.
Medical, dental, vision, life, and disability insurance.
Eligibility to elect voluntary benefits such as Group Legal, Identity Theft, Insurance, FSA, and additional life insurance coverages.
Contribute up to $260 tax‑free for public transportation or parking expenses.
Employee discounts on Avis/Budget car purchases.
Employee Assistance Program for counseling, financial and legal consultation, and referral services.
The Fine Print Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by applicable law. This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group. Location: Tulsa, Oklahoma, United States of America.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Travel Arrangements
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Manager of Customer Advocacy
role at
Avis Budget Group .
Overview 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, encouraging and supporting 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.
Job Summary This role supports the organization by managing and handling, for all company brands, escalated customer claims and day‑to‑day operations of general Customer Service functions. It manages large‑scale customer service operations and leads teams responsible for Executive, Diversity, and Public Relations issues on a global basis. The role requires conducting investigations and interviews with internal personnel and external customers, responding on behalf of the company, preparing recommendations for legal/public relations departments, and regular interaction with senior leadership to resolve highly sensitive information.
What You’ll Do
Initiate investigations to determine root causes of potential or actual legal allegations, partner with all levels of organization to gather data, analyze, and make recommendations to the legal department for resolution.
Lead and manage the activities of the internal Customer Service departments such as social media, phone, email, executive response, and partner support.
Facilitate escalated customer service issues received from senior leadership, Integrity Hotline, Public Relations, Legal, Customer Service, Field Operations, and Damage/Claims departments.
Interact with licensees to determine the appropriate response, review policy issues, provide suggestions for compliance with ABG, and help resolve disputes.
Ensure compliance with the ABG and Department of Justice agreement related to disability services.
Participate in special projects focused on improving the customer experience and other duties as assigned.
Ensure brand(s) integrity and protection while handling sensitive customer or potential legal matters.
Lead the team by providing strategic direction, coordination, and evaluation, coaching and mentoring representatives to meet KPIs.
Supervise a team of supervisors.
Develop a high‑performing team regarded as a valued business partner.
Conduct performance appraisals for direct reports, recommend salary increases, provide feedback, and initiate corrective action.
You Should Apply If You Bring
High school diploma required; bachelor’s degree preferred.
Car rental industry or ABG experience preferred.
Minimum five years of customer service/contact center experience.
Five or more years of management experience in a similar operation.
Strong leadership, customer service, decision‑making, and problem‑solving skills.
Strong analytical and organizational skills.
Proficient PC skills (MS Word, Excel, Outlook, PowerPoint).
Ability to work with all levels of management globally.
Experience managing confidential situations requiring “attorney‑client privilege” treatment.
Knowledge of Avis, Budget, Payless, Zip Car, and Budget Truck policies and procedures.
Excellent verbal and written communication skills, including presentation, negotiation, and communication of operational changes.
High proficiency with ABG systems such as Wizard, XVR, Watson preferred.
Ability to facilitate investigations, assess data, recommend and initiate customer resolutions.
Ability to develop strong relationships with licensees and other departments to garner support, resolution, and resources.
Benefits You’ll Receive
Paid time off.
401(k) retirement plan with company matched contributions.
Medical, dental, vision, life, and disability insurance.
Eligibility to elect voluntary benefits such as Group Legal, Identity Theft, Insurance, FSA, and additional life insurance coverages.
Contribute up to $260 tax‑free for public transportation or parking expenses.
Employee discounts on Avis/Budget car purchases.
Employee Assistance Program for counseling, financial and legal consultation, and referral services.
The Fine Print Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by applicable law. This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group. Location: Tulsa, Oklahoma, United States of America.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Travel Arrangements
#J-18808-Ljbffr