Avis Budget Group
Program Director, Customer Experience
Avis Budget Group, Parsippany, New Jersey, United States
Program Director, Customer Experience – Avis Budget Group
We’re excited to welcome a Program Director to our Customer Experience team, driving the design, planning, and execution of key initiatives that elevate service quality, brand consistency, and loyalty across our travel and hospitality portfolio.
Position Summary The Program Director will lead a portfolio of CX programs such as uniforms, quality assurance, loyalty initiatives, and user‑journey design. This person will manage external vendor relationships, ensuring partners deliver on time, within scope, and to quality expectations, while aligning a highly matrixed organization around a unified customer experience.
What you’ll do
Lead and manage multiple CX programs (uniforms, QA, loyalty, user‑journey design, and additional experience initiatives).
Design end‑to‑end customer journeys at a strategic level aligned with overarching brand and customer experience goals for the travel and hospitality sector.
Lead localized implementation of journey improvements in collaboration with field teams, ensuring consistency and adaptability to market‑specific needs.
Align cross‑functional teams—including operations, digital, marketing, and technology—around a unified CX roadmap that integrates digital and physical touchpoints.
Develop project plans, timelines, and performance metrics to track progress and measure outcomes.
Drive continuous improvement by incorporating feedback from employees, vendors, and customers.
Create playbooks and guidelines to document design standards and journey blueprints.
Lead RFPs, contract negotiations, and ongoing performance management of vendors.
Establish SLAs and KPIs to ensure vendors deliver high‑quality services and products.
Collaborate with CX leadership, Operations, HR, Digital, and Marketing to ensure alignment on program goals and customer journey priorities.
Facilitate coordination across a highly matrixed organization to ensure consistent delivery of both digital and physical CX initiatives.
Provide regular updates to leadership on program status, risks, and key metrics.
Influence stakeholders by presenting data‑driven insights and journey‑based recommendations.
You should apply if you bring
Bachelor’s degree required (Business, Operations, or related field). MBA or advanced degree preferred.
7+ years in program or project management, preferably within customer experience, operations, or service industries.
Direct experience in the travel and hospitality sector, with a clear understanding of multi‑location service delivery and guest experience expectations.
Demonstrated success leading cross‑functional efforts in highly matrixed organizations.
Experience in user journey mapping, service design, or human‑centered design methodologies is a plus.
Proven success managing large‑scale, multi‑channel, and multi‑location initiatives.
Excellent project management skills (PMP or similar certification a plus).
Strategic thinker with experience designing and implementing seamless customer journeys across digital and physical environments.
Strong vendor negotiation and contract management abilities.
Data‑driven problem solver with experience in metrics and reporting.
Exceptional communication, presentation, and change management skills.
Customer‑first mindset with passion for improving service experiences through integrated journey design.
Strong organizational and execution skills, able to juggle multiple priorities and lead through influence.
Collaborative leader who can drive alignment across siloed teams and business units.
Detail‑oriented yet strategic, connecting program work and journey design to big‑picture CX goals.
Deep understanding of travel and hospitality customer expectations around consistency, personalization, and operational execution.
Benefits you’ll receive
Paid time off
401(k) retirement plan with company matching contributions
Health, dental, vision, life and disability insurance
Eligibility to elect additional voluntary benefits (group legal, identity theft protection, FSA, etc.)
Tax‑free benefit up to $260 for public transportation or parking expenses
Employee discounts on Avis / Budget cars
Employee Assistance Program for counseling, financial and legal consultation, and referrals for care service
The annual starting salary for this position is between $120,000 and $150,000, with adjustments for geography, skills, and experience.
Fine print Aud Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.
This advertisement does not constitute a promise or guarantee of employment. Essential functions and responsibilities may change with business needs. Compensation and benefits information is accurate as of the posting date. The company reserves the right to modify this information at any time.
Seniority Level
Director
Employment Type
Full‑time
Job Function
Project Management
Travel Arrangements
#J-18808-Ljbffr
Position Summary The Program Director will lead a portfolio of CX programs such as uniforms, quality assurance, loyalty initiatives, and user‑journey design. This person will manage external vendor relationships, ensuring partners deliver on time, within scope, and to quality expectations, while aligning a highly matrixed organization around a unified customer experience.
What you’ll do
Lead and manage multiple CX programs (uniforms, QA, loyalty, user‑journey design, and additional experience initiatives).
Design end‑to‑end customer journeys at a strategic level aligned with overarching brand and customer experience goals for the travel and hospitality sector.
Lead localized implementation of journey improvements in collaboration with field teams, ensuring consistency and adaptability to market‑specific needs.
Align cross‑functional teams—including operations, digital, marketing, and technology—around a unified CX roadmap that integrates digital and physical touchpoints.
Develop project plans, timelines, and performance metrics to track progress and measure outcomes.
Drive continuous improvement by incorporating feedback from employees, vendors, and customers.
Create playbooks and guidelines to document design standards and journey blueprints.
Lead RFPs, contract negotiations, and ongoing performance management of vendors.
Establish SLAs and KPIs to ensure vendors deliver high‑quality services and products.
Collaborate with CX leadership, Operations, HR, Digital, and Marketing to ensure alignment on program goals and customer journey priorities.
Facilitate coordination across a highly matrixed organization to ensure consistent delivery of both digital and physical CX initiatives.
Provide regular updates to leadership on program status, risks, and key metrics.
Influence stakeholders by presenting data‑driven insights and journey‑based recommendations.
You should apply if you bring
Bachelor’s degree required (Business, Operations, or related field). MBA or advanced degree preferred.
7+ years in program or project management, preferably within customer experience, operations, or service industries.
Direct experience in the travel and hospitality sector, with a clear understanding of multi‑location service delivery and guest experience expectations.
Demonstrated success leading cross‑functional efforts in highly matrixed organizations.
Experience in user journey mapping, service design, or human‑centered design methodologies is a plus.
Proven success managing large‑scale, multi‑channel, and multi‑location initiatives.
Excellent project management skills (PMP or similar certification a plus).
Strategic thinker with experience designing and implementing seamless customer journeys across digital and physical environments.
Strong vendor negotiation and contract management abilities.
Data‑driven problem solver with experience in metrics and reporting.
Exceptional communication, presentation, and change management skills.
Customer‑first mindset with passion for improving service experiences through integrated journey design.
Strong organizational and execution skills, able to juggle multiple priorities and lead through influence.
Collaborative leader who can drive alignment across siloed teams and business units.
Detail‑oriented yet strategic, connecting program work and journey design to big‑picture CX goals.
Deep understanding of travel and hospitality customer expectations around consistency, personalization, and operational execution.
Benefits you’ll receive
Paid time off
401(k) retirement plan with company matching contributions
Health, dental, vision, life and disability insurance
Eligibility to elect additional voluntary benefits (group legal, identity theft protection, FSA, etc.)
Tax‑free benefit up to $260 for public transportation or parking expenses
Employee discounts on Avis / Budget cars
Employee Assistance Program for counseling, financial and legal consultation, and referrals for care service
The annual starting salary for this position is between $120,000 and $150,000, with adjustments for geography, skills, and experience.
Fine print Aud Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.
This advertisement does not constitute a promise or guarantee of employment. Essential functions and responsibilities may change with business needs. Compensation and benefits information is accurate as of the posting date. The company reserves the right to modify this information at any time.
Seniority Level
Director
Employment Type
Full‑time
Job Function
Project Management
Travel Arrangements
#J-18808-Ljbffr