Senior Product Manager - Platinum Experience

Hertz is a leading vehicle rental company known for its premium services. The Senior Product Manager - Platinum Experience will be responsible for enhancing the customer journey for Platinum members, overseeing the entire product lifecycle from onboarding to post-trip follow-up, and collaborating with various teams to ensure a seamless experience.

Responsibilities:

• You will set the Platinum experience vision, identify opportunities, and build customer-facing and service-enabled products that raise the bar for premium rental
• You will own the end-to-end roadmap across booking, preferences, pickup, during-rental support, returns, and service recovery, ensuring cross-channel continuity (web/app/agents/airport)
• You will collaborate with stakeholders across UX, data science, BI, engineering, finance, legal, marketing, and operations to align on outcomes and deliver at scale
• You will elevate instrumentation and analytics across the Platinum experience, including customer journey metrics and system performance (e.g. latency, uptime) as well as experience SLAs (e.g. wait time, fulfillment accuracy, resolution time)
• You will monitor premium travel and luxury service trends, build strategies and business cases, gain buy-in with senior execs (VP, C-level), and drive adoption across markets

Requirements:

• Bachelor's degree required; MBA or master's degree preferred
• 5+ years of product management experience leading the end-to-end product lifecycle for customer-facing experiences
• Track record delivering premium or high-touch experiences (e.g., travel, hospitality, loyalty, fintech, luxury) with measurable business and customer impact
• Experience owning and driving roadmap strategy, prioritization, and complex trade-offs across digital, operational, and customer service constraints
• Strong customer empathy and service design mindset; able to map end-to-end journeys, identify failure points, and design service recovery
• Experience influencing (without authority) cross-functional teams and driving alignment with operations and field stakeholders
• Analytical strength: ability to define success metrics, instrument funnels, and run experiments/tests to inform decisions
• Experience collaborating with design and research to deliver consistent experiences across channels (web/app/contact center)
• Ability to contribute to engineering discussions around technology decisions and strategy related to a product (APIs, integrations, reliability)
• Exceptional verbal and written communication; experience effectively influencing senior leaders (VP, C-level)
• Ability to deal with ambiguity and make high-quality, high-impact decisions while maintaining a very high bar for the Platinum customer experience
• Experience building or improving internal tools and workflows for frontline teams (case management, escalation, concierge tooling) is a plus