The Hertz Corporation Operations Quality Control Manager- Dollar Thrifty (Dallas Love Field) in Dallas, Texas
Operations Quality Control Manager
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.
Optimize customer experience by delivering value added processes and service
Drive process improvement to improve customer satisfaction
III. Provide leadership that inspires employees to drive continuous improvement
Maximize process capability, flexibility and capacity
Use data, facts and analysis as basis for decision making
Build trend charts, paynter charts, and systems to drive results and present to the location
Key Result Areas:
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.
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.
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
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
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
Use insightful judgment
Demonstrates initiative and ability to plan
Highly motivated and driven
Ability to build relationships
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.
Job ID 129696
# Positions 1
Category RAC Operations