Senior Customer Experience Data Analyst

🔥 38 minutes ago

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OnTrac

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1986

📦 Logistics

🚗 Transport

🛍️ eCommerce

Logistics • Transport • eCommerce

OnTrac is a regional parcel delivery and logistics company operating an alternative carrier network focused on e-commerce and residential delivery across the United States. It provides 7-day/week ground services (OnTrac Ground, Ground Essentials), an upcoming coast-to-coast 2–3 day OnTrac Express service, and custom logistics solutions for B2B and critical deliveries (including healthcare/pharma and aircraft-on-ground repair). OnTrac also runs partner programs (FasTrac), supports independent drivers and regional service providers, and emphasizes faster, lower-cost ground delivery options for retailers and DTC brands along with community impact initiatives.

📋 Description

• Develop Control Tower reporting: Build and maintain daily, weekly, and monthly reporting for escalations, performance metrics, customer-level insights, and Control Tower operations. • Support customer-facing materials: Prepare reporting and analysis for MBRs, QBRs, white glove programs, and other customer touchpoints, ensuring accuracy and clear storytelling of operational performance. • Enable real-time monitoring: Partner with Control Tower Managers to support escalation tracking, accurate data capture, timely updates, and active issue support through relevant operational insights. • Analyze customer performance: Review performance for top customers, growth accounts, churn-risk customers, and high-priority initiatives to identify trends, risks, and improvement opportunities. • Maintain reporting accuracy: Ensure consistency and accuracy across dashboards, reports, and customer-facing materials. • Improve reporting processes: Identify data gaps and opportunities to strengthen Control Tower reporting, monitoring, and visibility. • Surface trends and root causes: Use available data to identify recurring issues, operational trends, root causes, risks, and opportunities for Control Tower leadership.

🎯 Requirements

• 5+ years in analytics, business intelligence, or operations analysis, preferably in warehouse fulfillment, logistics, supply chain, e-commerce, or a similar environment • Expert-level ability to build insights using large, complex data sets • Strong SQL skills with the ability to pull, validate, and interpret operational data • Familiarity with warehouse systems and operational event data, including WMS scan events, exception codes, labor tracking, and station performance

🏖️ Benefits

• 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