24/7 Customer Experience Lead — Hybrid Operations

OnTrac; Orlando (FL); Hybrid; USD 104,000 - 157,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life and disability coverage

401(k) with company match

PTO and holidays

Job summary

OnTrac is hiring a Customer Experience Consultant to lead day-to-day execution of the Customer Control Tower in a 24/7 operating model. You will monitor real-time performance, escalate issues promptly, and maintain high-quality communication with key customers, partnering with Operations, Field Operations, Line Haul, and Quality.

The role requires a Bachelor’s degree and experience in customer-facing operational roles, with strong data-driven decision-making and reporting capabilities.

Qualifications

• Bachelor’s degree required, with emphasis in Operations, Supply Chain, Business, Analytics, or related field
• Experience in customer-facing operational roles, escalation management, or service recovery environments
• Experience supporting reporting, operational reviews, or customer communications
• Data-aware and comfortable using reporting and performance metrics to guide decisions
• Compliance with OnTrac security guidelines per Acceptable Use policy

Responsibilities

• Lead real-time operational monitoring and escalation management for assigned customers or shifts
• Coordinate cross-functional responses during critical issues and document escalations
• Support issue-resolution calls, operational reviews, and ad hoc requests with timely status updates
• Prepare materials for MBRs, QBRs, performance updates, and customer reporting
• Execute white glove processes for priority customers and drive continuous improvement
• Support daily/weekly/monthly reporting on escalations, trends, and issues
• Align with Operations, Field Ops, Line Haul, and Quality to resolve systemic issues and risks

Skills

Empathy

Problem-solving

Communication

Data-driven decisions

Education

Bachelor’s degree

Tools

Reporting tools

Job description

OnTrac is hiring a Customer Experience Consultant to lead day-to-day execution of the Customer Control Tower in a 24/7 operating model. You will monitor real-time performance, escalate issues promptly, and maintain high-quality communication with key customers, partnering with Operations, Field Operations, Line Haul, and Quality.

The role requires a Bachelor’s degree and experience in customer-facing operational roles, with strong data-driven decision-making and reporting capabilities.