Control Tower: Customer Experience Lead (Hybrid)

OnTrac; Chicago (IL); Hybrid; USD 104,000 - 157,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life and disability insurance

401(k) with company match

Flexible vacation policy

Floating holidays

Paid sick leave

Company holidays

Pregnancy/parental leave

Wellness programs

Job summary

OnTrac is hiring a Customer Experience Consultant to lead day-to-day execution of the Customer Control Tower within a 24/7 operating model. You will monitor, escalate, and communicate with top customers to ensure service standards are met.

The role partners with Operations, Field Ops, Line Haul, and Quality to maintain performance. Requires a bachelor's degree and experience in customer-facing operations, reporting, and metrics-driven decision making.

Qualifications

• Bachelor’s degree in Operations, Supply Chain, Business, Analytics, or related field preferred.
• Experience in customer-facing operational roles, escalation management, or service recovery.
• Experience supporting reporting, operational reviews, or customer communications.
• Data-aware and comfortable using reporting and performance metrics to guide decisions.

Responsibilities

• Control Tower execution: real-time monitoring, issue intake, escalation, and resolution for assigned customers.
• Coordinate cross-functional responses and document escalations in centralized systems.
• Support issue-resolution calls, operational reviews, and ad hoc requests with timely updates.
• Prepare materials for MBRs/QBRs and customer reporting with leadership.
• Execute white glove processes for priority customers and implement new initiatives.
• Analyze escalations and performance trends to drive daily/weekly/monthly improvements.

Skills

Customer-focused

Data analysis

Communication

Education

Bachelor's degree

Job description

OnTrac is hiring a Customer Experience Consultant to lead day-to-day execution of the Customer Control Tower within a 24/7 operating model. You will monitor, escalate, and communicate with top customers to ensure service standards are met.

The role partners with Operations, Field Ops, Line Haul, and Quality to maintain performance. Requires a bachelor's degree and experience in customer-facing operations, reporting, and metrics-driven decision making.