Manager of Customer Experience

OnTrac is hiring a Manager of Customer Experience!

Founded in 1986,
On Trac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Remote - This position may be performed remotely in states where the company is authorized to employ individuals.

The expected starting base pay range for this position is $84,000 - $105,000, with full potential base salary range over a successful candidate’s tenure in the position of $84,000 - $126,000
. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.

This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan of up to a 15% Bonus Target.

The Manager of Customer Experience leads customer experience operations, overseeing staff, streamlining procedures, and ensuring efficient workflows. This role develops and executes strategies that enhance the end-to-end customer journey, improve customer satisfaction, and strengthen customer loyalty and retention. The Manager supports escalation pathways between OnTrac’s Commercial and Operations organizations and leads a team of 4–5 employees who support the company’s largest volume and revenue accounts with daily operational questions and escalations.

Employees are eligible for a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies.

• 5+ years of relevant experience, preferably including supervisory experience, with a Bachelor’s degree or equivalent
• Advanced knowledge of customer experience management principles, customer journey mapping, and service design methodologies
• Knowledge of customer satisfaction measurement tools, customer feedback programs, and customer analytics
• Financial literacy to manage budgets and evaluate team ROI
• Ability to lead a team of professionals and provide effective performance coaching
• It is the responsibility of every position to understand and adhere to the security guidelines outlined in OnTrac’s Acceptable Use policy and to conduct their activities accordingly.

A summary of key responsibilities for the role is outlined below. Additional duties may be assigned as needed to support business objectives.

• Customer experience strategy: Develop and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention.
• Customer operations & workflow management: Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows.
• Escalation management & cross-functional alignment: Support escalation pathways between Commercial and Operations, ensuring daily customer questions and operational issues are routed and addressed effectively.
• Strategic account support: Oversee customer experience support for OnTrac’s largest volume and revenue accounts, ensuring timely responses to daily operational…