Customer Enablement Manager

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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

• Own post‑onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers. • Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff. • Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow‑through discipline. • Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed‑upon metrics; prepare structured, customer‑facing materials. • Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes. • Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress. • Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility.

🎯 Requirements

• Bachelor’s degree or equivalent experience • 3–7 years in customer success, account management, commercial operations, or a related field • Strong relationship management and executive presence • Ability to translate complex data into clear, actionable business insights • Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams • Structured cross‑functional problem solving, organizational rigor, and follow‑through • Ability to balance customer advocacy with business objectives • Travel up to 5%

🏖️ 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