Customer Experience Manager
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Job Description
Customer experience manager leading operations, escalations, and a 4–5-person team for OnTrac’s U.S. same-day and next-day delivery business.
Responsibilities:
- 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
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