About the position
The US Operations team at SIXT USA is seeking an Operations Branch Manager to lead their branch team in Phoenix, AZ. This role is pivotal in driving the growth and profitability of the branch while ensuring that customers receive a first-class experience. The Operations Branch Manager will be responsible for the overall development of the branch, focusing on training and developing staff to achieve operational excellence. The ideal candidate will possess strong supervisory and communication skills, exceptional interpersonal abilities, and a knack for organization and multitasking. They will also need to manage stressful situations effectively to maintain high levels of customer service. In this role, the Operations Branch Manager will ensure the effective processing of all types of car rental transactions, provide exemplary customer service, and resolve issues as they arise. They will participate in all areas of employee management, understand cost control, and achieve individual sales goals. The manager will monitor pricing and set rates for walk-up customers, uphold company standards, and work to increase the branch's market penetration and revenue. Additionally, they will actively participate in training, coaching, and mentoring Management Trainees, Rental Sales Agents, Customer Service Agents, and other staff members. The Operations Branch Manager will also be responsible for conducting performance reviews, organizing weekly staff meetings, and completing sales calls with Management Trainees to further their development. They will analyze key performance indicators (KPIs) and expenses to identify and implement processes that improve efficiency and reduce costs. The role requires a minimum of 20% travel, which may include air travel, to support branch operations and maintain effective communication with the management team and service providers.
Responsibilities
- Lead the branch team to ensure growth and profitability.
- Provide exemplary customer service and resolve issues effectively.
- Participate in all areas of employee management and training.
- Understand cost control and achieve individual sales goals.
- Monitor prices and set rates for walk-up customers.
- Uphold company standards and processes.
- Increase market penetration and revenue for the branch.
- Conduct performance reviews and hold meetings with employees to discuss strengths and weaknesses.
- Organize and facilitate weekly staff meetings to keep employees informed and motivated.
- Complete sales calls with Management Trainees to support their development.
- Analyze KPIs and expenses to improve efficiency and reduce costs.
- Develop and manage efficient turnaround processes for vehicles.
- Build relationships with Branch Managers, staff, service providers, and vendors.
- Communicate daily vehicle needs to vendors for turnaround and movements.
- Create weekly forecasts for subcontractor needs to support operations.
- Manage the cleaning and servicing of vehicles to ensure smooth fleet operations.
- Perform vehicle inspections to ensure quality control and subcontractor performance.
- Coordinate vehicle movements to and from overflow lots.
- Act as the point of contact for the driver team and managers regarding vehicle upgrades.
Requirements
- Bachelor's degree preferred with a minimum of 3 years of work experience in sales and customer service and 2 years of supervisory experience, OR 5 years of work experience in customer service or sales with 2 years as a manager in car rental.
- Valid driver's license with a clean driving record.
- Ability to work 40 hours per week including day and/or evening hours.
- Willingness to wear company uniforms.
- Authorized to work in the United States without requiring work authorization sponsorship.
- Exceptional communication skills, with multiple languages being a plus.
- Experience in the car rental industry preferred.
- Process-oriented with a proven record of managing large-scale operational teams.
- High level of empathy and organizational skills.
Nice-to-haves
- Ability to communicate in other languages is a plus.
- Experience in the car rental industry preferred.
Benefits
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Vision insurance
- Life insurance
- Paid vacation
- Short Term Disability
- Long Term Disability
- Basic Life and Supplemental Life benefits
- Future growth opportunities within the company.
