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OnTrac
OnTrac
5,001 – 10,000 Employees
eCommerceLogisticsTransport
OnTrac is a regional parcel carrier and logistics provider serving e-commerce, residential, retail, and business-to-business delivery needs. Its network supports ground shipping, the Ground Essentials economy service, and an Express 2–3 day coast-to-coast offering planned for 2026. Beyond standard parcel delivery, OnTrac handles custom logistics and time-sensitive shipments for sectors including healthcare and pharmaceuticals, as well as specialized aircraft-on-ground repairs. The company also works with e-commerce platforms and retailers and supports independent drivers and regional service providers. OnTrac’s teams operate in logistics, transportation, and e-commerce, with a focus on delivery speed, cost efficiency, and seven-day service programs that help merchants improve fulfillment and customer retention.
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Remote Customer Experience Manager at OnTrac

Lead customer experience operations, escalations, and a team of four to five at OnTrac, a U.S. same-day and next-day delivery provider. Support major e-commerce and retail accounts.

USUnited States
$84,000 – $105,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Shape customer experience strategies that improve the end-to-end journey, satisfaction, loyalty, and retention.
  • Manage customer experience operations, streamlining procedures and maintaining efficient, consistent workflows.
  • Support escalation routes between Commercial and Operations.
  • Ensure daily customer questions and operational issues reach the right teams and receive timely attention.
  • Oversee customer experience support for OnTrac’s largest accounts by volume and revenue.
  • Lead, plan, schedule, and coach a team of four to five employees.
  • Set direction and promote consistent performance across the team.
  • Turn customer experience goals into practical action plans.
  • Translate functional plans into operational processes and oversee their execution.
  • Develop and advance operational initiatives that meet tactical objectives.

Requirements

  • Bring at least five years of relevant experience, preferably including supervisory work.
  • Hold a bachelor’s degree or equivalent qualification.
  • Have advanced knowledge of customer experience management principles.
  • Know customer journey mapping and service design methods.
  • Understand customer satisfaction measurement tools, feedback programs, and customer analytics.
  • Use financial literacy to manage budgets and assess team return on investment.
  • Be able to lead a team of professionals and coach performance effectively.
  • Understand and follow OnTrac’s Acceptable Use policy and security guidelines.

Benefits

  • Medical, dental, and vision insurance.
  • Life insurance and short- and long-term disability coverage.
  • 401(k) retirement plan with company matching.
  • Flexible vacation outside California, Colorado, Illinois, Massachusetts, Montana, and Nebraska; accrual starts at up to 96 hours in the first year and can rise with tenure to 160 hours.
  • Two floating holidays each year.
  • Paid sick leave.
  • Six paid company holidays.
  • Two weeks of paid pregnancy disability leave.
  • Four weeks of paid parental bonding leave.
  • Wellness and employee assistance programs.
  • Eligibility for bonus, commission, or other incentive compensation, with a bonus target of up to 15%.

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