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Manager of Customer Advocacy

avisbudgetgroup.com Logo

avisbudgetgroup

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Location:
United States , Tulsa

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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. This role will manage large-scale customer service operations, along with the ability to lead teams that are responsible for Executive, Diversity and Public Relations issues on a global basis. This hands-on fast-paced role will require you to conduct investigations and interviews with internal personnel and external customers, respond on behalf of the company and/or prepare recommendations for response that may be used by Legal/Public relations departments. Regular interaction with senior leadership team to resolve highly sensitive information.

Job Responsibility:

  • 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
  • Leads and manages 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 team, Integrity Hotline, Public Relations, Legal, Customer Service, Field Operations and Damage/Claims department
  • 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
  • Leads the team by providing strategic direction, coordination and evaluation of the team by coaching and mentoring representatives to drive performance improvement initiatives and meet departmental KPIs
  • Supervises a team of supervisors
  • Develops a high-performing team that is respected and viewed as a valued business partner
  • Conducts performance appraisals for direct reports, recommends salary increases, provides individual feedback to improve performance, and initiates corrective action in response to personnel problems

Requirements:

  • High School diploma required
  • Bachelor’s degree is preferred
  • Car rental industry experience /ABG experience is preferred
  • Minimum of 5 years of customer service/contact center experience
  • 5 or more years of management experience in a similar business operation
  • 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
  • Excellent verbal and written communication skills, including the ability to build confidence and inspire support through a convincing presentation and writing style, handling questions in a highly visible, challenging environment, negotiating with customers and suppliers, and communicating operational changes
  • High level of proficiency with ABG systems such as Wizard, XVR, Watson is preferred
  • Ability to facilitate investigations, assess data, recommend and initiate customer resolutions
  • Ability to develop strong relationships with licensees and other departments to garner necessary support, resolution and resources.

Nice to have:

  • Bachelor’s degree
  • Car rental industry experience /ABG experience
  • High level of proficiency with ABG systems such as Wizard, XVR, Watson
What we offer:
  • Paid time off
  • 401K retirement plan with company matched contributions
  • Access to Medical, Dental, Vision, Life and Disability insurance
  • Eligible to elect other voluntary benefits including: Group Legal, Identity Theft, Insurance, FSA, additional life insurance coverages
  • Contribute up to $260 as a tax free benefit for public transportation or parking expenses
  • Employee discounts, including discounted prices on 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

Additional Information:

Job Posted:
December 23, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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