Senior Manager Of Customer Advocacy

Here at Avis Budget Group we're more than just rentals-although over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. We're shaping the future of the mobility industry with our innovative, customer-focused solutions. Our globally recognized brands - Avis, Budget, Budget Truck and Zipcar - connect people to more. This means more convenience, more options and more time on the road for our customers. But we also connect our employees to more: opportunities, benefits, support, collaboration and most importantly-power to change the future. Sound your speed? Come join our family.
The impact you'll make:
This role supports the organization by managing and handling, for all company brands, escalated customer claims from outside governmental agencies, diversity claims, and sensitive customer public relations issues on a global basis. Conducts investigations and interviews with internal personnel and external customers. Responds on behalf of the company or prepares recommendations for a response that may be used by Legal/Public Relations departments. Works with the Licensee Relations team to assist licensees with policy and procedural issues. Acts as an ombudsman to resolve customer issues that are being contested.
What you'll do:
Essential Duties and Responsibilities

• Initiate investigations to determine root cause of potential/actual legal allegations. Partner with all levels of organization/management to gather data and facts related to the allegations. Assimilate and analyze the data received to make appropriate recommendations to legal department for ultimate resolution. Responds directly to customers on behalf of the organization, to handle highly sensitive customer issues.
• Facilitate escalated customer service issues received from SLT, Integrity Hotline, Public Relations, Legal, Tulsa CS team, Field Operations and partner with the vehicle damage and liability teams to handle damage escalations and the Avis Car Sales team to resolve escalated car sales issues etc.
• Work with Corporate Security to assess customer rental history with ABG and make decisions related to DNR process. Respond to customers as needed and other related follow-up.
• Interact with various licensees to determine right way of responding, review policy issues that impact licensee operations. Provide suggestions to help them comply with ABG and yet have a successful business operation. Intervene with licensee operations, licensee and field operations to help resolve disputes, such as adjustments.
• Ensure compliance with the ABG and Department of Justice agreement, related to disability services.
• Participate on special projects focused on improving the customer experience and other duties as assigned.
• Ensure brand(s) integrity and protection while working through sensitive customer or potential legal/ actual legal allegations.

What we're looking for:
Education/Experience

• Minimum of Associates degree required. Bachelor's degree is preferred.
• 3-5 years of related experience. Car rental industry experience /ABG experience is preferred.

Required Knowledge, Skills and Abilities

• Strong leadership, customer service, , decision making, and problem solving skills
• Strong analytical and organizational skills
• Proficient PC skills, including MS Word, Excel, Outlook, and PowerPoint
• Ability to work with all levels of management throughout ABG globally.
• Ability to manage confidential situations that require "attorney-client privilege" treatment
• Working knowledge of policies and procedures for Avis, Budget, Payless, Zip Car and Budget Truck.

Perks you'll get:

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and 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
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
• Community involvement opportunities

Who are we?
Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities.
The fine print:
Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled.
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. This position may be with any affiliate of Avis Budget Group.
Avis Budget Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Tulsa
Oklahoma
United States of America