Manager of Customer Experience

OnTrac is hiring a Manager of 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.

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

Compensation: 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.

Employment Logistics: 

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.

Unpacking the Benefits: 

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.

The Must-Haves: 

• 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.​

Your Mission in Motion: 

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 questions and escalations.
• Team leadership & performance development: Lead, plan, schedule, and coach a team of 4–5 employees, providing direction and driving consistent performance.

Paving your way to your success: 

• You translate customer experience goals into clear, actionable plans.
• You communicate effectively at all levels, tailoring your approach and message to the audience.
• You provide clear direction and support to team members within established company policies.
• You convert functional plans into actionable operational processes and oversee their execution.
• You develop and drive operational initiatives that achieve tactical objectives.

Posting Timeline: 

This job posting is anticipated to remain open for at least 15 days from the date of posting

Disclosures: 

*Washington state employees are eligible for up to 56 hours of paid sick leave annually.

The salary range above represents the national range for this position. The salary range may be inclusive of several career levels at OnTrac, and the actual base salary offered may vary depending on several factors including, but not limited to: Geographic location, candidate experience and qualifications, job-related skills and competencies, market alignment, and financial considerations. 

Compensation decisions are made based on the specific circumstances of each hire to ensure fair and competitive pay.

ADA Statement: 

We are committed to providing equal employment opportunities to all qualified individuals. If you require reasonable accommodation to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact Human Resources.

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

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