The Hertz Corporation Operations Quality Control Manager- Dollar Thrifty (Dallas Love Field) in Dallas, Texas

General Responsibilities:

Operations Quality Control Manager

Job Purpose:

The On-site Quality Control Manager is responsible for managing the production & quality of our customer experience. This is a very demanding and high profile position reporting to the Local General/Area Manager with a dotted line to the Vice President of Customer Excellence. The main purpose is to ensure that we deliver safe and clean vehicles at all times according to Hertz procedures and standards and our employees perform their procedural requirements with attention to detail and a caring positive manner in all work areas while operating at optimum efficiency levels. This incorporates vehicle preparation and liaising with internal departments and outside operators/suppliers, driving continuous improvement/standardization in car quality, preparation on lot movements along with monitoring employee behaviors.

This person will also be responsible for continuous improvement while developing our employees and championing superior levels of customer excellence, customer vehicle cleanliness, and report out end results to all members of the operations team.

  1. Optimize customer experience by delivering value added processes and service

  2. Drive process improvement to improve customer satisfaction

III. Provide leadership that inspires employees to drive continuous improvement

  1. Maximize process capability, flexibility and capacity

  2. Use data, facts and analysis as basis for decision making

  3. Build trend charts, paynter charts, and systems to drive results and present to the location

Key Result Areas:

Production

  • Manage car quality & preparation in assigned locations along with outsourced team

  • Ensure that all vehicles are clean, safe and prepared according to Hertz Standard Operating Procedures.

  • Take responsibility and quality control of car preparation, by agreeing setting objectives and carrying out quality audits to measure effectiveness

  • Management of vehicle slotting process including transporters, which may or may not be outsourced labor

  • Create, run, and monitor all reports as necessary, such as Fuel Island.

  • Management of InMoment and other customer service reports to ensure quality standards are met.

  • Create and implement quality standards that are adhered to and monitored by Lead Vehicle Services Attendants as necessary

  • Create and implement quality standards adhered to with counter staff, greeter, exit gate, and return.

Outsource Management

  • Collaborate with Procurement, as necessary, in management of outsource services to ensure compliance with Hertz Procedures in regards to all contracts and service level agreements.

  • Ensure service level agreements are executed in all locations.

People Management

  • Partner with Recruitment team to hire all quality and goal focused Vehicle Service Attendants.

  • Develop staff to their full potential in a spirit of openness and innovation. Set SMART objectives and embrace performance management of all direct reports via the Performance Management system

  • Develop and drive Rewards and Incentive programs

  • Monitor & performance by instilling quality focused initiatives with and audits with all Vehicle Service Attendants

Mandatory Requirements:

Professional Experience, Knowledge & Requirements:

  • Proven track record with at least 1 year Operations Management.

  • Proven track record in a management role

  • Basic knowledge of health and safety procedure

  • Hands on aptitude

  • Ability to work flexible hours and various shifts, including weekends

  • Clean driving record

  • HIP, LEAN, Six Sigma experience a plus

Skills:

  • Proven communication skills; written and verbal

  • Ability to plan and prioritize with a positive and enthusiastic attitude

  • Ability to build successful teams through coaching and development

  • Ability to analyze and interpret data

  • Ability to work on own initiative and thrive on responsibility

Competencies:

Primary

  • Drive Collaboration

  • Operational Excellence

  • Drives Execution

  • Personal Accountability

  • Use insightful judgment

  • Demonstrates initiative and ability to plan

Personality traits

  • Flexible

  • Self Starter

  • Highly motivated and driven

  • Analytical

  • Innovative

  • Detail oriented

  • Results driven

  • Ability to build relationships

Additional Notes:

An excellent communicator. Supports company values of Integrity, Continuous Improvement

Preferred Requirements :

Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

EEO/AA: Females/Minorities/Disabled/Vets

Job ID 129696

# Positions 1

Location US-TX-Dallas

Category RAC Operations

Division RAC