Customer Experience Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $84k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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 and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention • Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows • Support escalation pathways between Commercial and Operations • Ensure daily customer questions and operational issues are routed and addressed effectively • Oversee customer experience support for OnTrac’s largest volume and revenue accounts • Lead, plan, schedule, and coach a team of 4–5 employees • Provide direction and drive consistent performance • Translate customer experience goals into clear, actionable plans • Convert functional plans into actionable operational processes and oversee their execution • Develop and drive operational initiatives that achieve tactical objectives

🎯 Requirements

• 5+ years of relevant experience, preferably including supervisory experience • Bachelor’s degree or equivalent • Advanced knowledge of customer experience management principles • Knowledge of customer journey mapping and service design methodologies • Knowledge of customer satisfaction measurement tools • Knowledge of 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 • Responsibility to understand and adhere to the security guidelines in OnTrac’s Acceptable Use policy

🏖️ 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 • Bonus, commission, or other incentive compensation may be available, with up to a 15% Bonus Target