VP of Quality Systems & Customer Experience

OnTrac is hiring a VP of Quality Systems and Customer Experience

Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! 

Founded in 1986, OnTrac 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.

The Vice President of Quality Systems and Customer Experience role is responsible for the success of a growing team and the delight of the customers and companies interacting with OnTrac. The position sits on the Operations Leadership Team, reporting to the Chief Operating Officer . Peers to this role are the VPs of Operations (East & West) , Transportation, Engineering, Procurement , Driver Strategy and Driver Execution . The role manages a team of 200+ engineers, managers and customer service representatives .

Th e VP, Quality Systems and Customer Experience sits at the intersection of consumer feedback and field performance using data, anecdotes and auditing to shape OnTrac products and processes. The role is responsible for four interrelated functions .

Primary Responsibilities Of The Role

• Building f ield quality systems which follow the daily path of millions of daily packages flowing through the network by monitoring the successes of routing and delivering and the defects of dwelling and mis sorting. Field quality systems also include the learning infrastructure that drives the education and training of our package handlers and fie ld personnel .

• L ead ing loss prevention by using package scan data in a wide-ranging effort to identify losses and theft that span 100 sites , tens of thousands of employees / contractors , hundreds of millions of package deliveries and billions of scans .
• Lead ing the customer service team which include s a combination of field agents and a chatbot platform. This live agent team focuses on shipper support and escalated package tra cking . The larger mission is to drive down contact rate through identifying drivers and collaborating with the tech team s to elimina te them through product enhancements and features.
• Leading an operations integration team that seed s new ideas , functions and businesses. The p roject s we sponsor are overwhelmingly single threaded leader initiatives that either accomplish a task or grow into something bigger in the organization.
  
  

Knowledge, Skills, & Experience Requirements

• Bachelor of Science degree or higher preferre d
• Minimum of 5 years running an operations support team at an executive level in a high volume, discrete manufacturing or fulfillment business .
• Experience running large hourly teams of 100+, at least two steps beyond the front lines .
• Has extensive experience w orking with tech and data teams, either leading directly or through embedded relationships. This role is the business owner of tech and data initiatives .
• Executive level analytical skills including the ability define new KPIs, input and output metrics that incrementally define the business and its success in execution
• Leverages h igh level writing skills as the role will utilize whitepapers and narratives to review performance, build business cases and influence strategy
• Strong executive presence as this role sits at the table with a talented VP team, hosts the OnTrac executive leadership team and when necessary, interfaces directly with the OnTrac board of directors .
• The demonstrated ability to bring cross-functional, multi-year, game winning strategies to life.
• Has a history of successfully working with external parties including customers and consumers to address problems, gain insights and subsequently influencing the organization to improve the customer/ consumer experience .
• Demonstrated history of building a high - performance team through a combination of externally recruit ing and internally identi fying and developing talent through the executive level .
  
  

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply! 

OnTrac is proud to be an Equal Opportunity Employer

OnTrac is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply. 

Lasership , Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer.

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