Customer Experience Lead: 24/7 Operations & Escalations

Ontrac; United States; Hybrid; USD 104,000 - 157,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability

401(k) with company match

Generous vacation & holidays

Sick leave & parental leave

Wellness programs

Job summary

OnTrac is hiring a Customer Experience Consultant to lead real-time monitoring and escalation for top customers in a hybrid role at one of our facilities (NJ, OH, IL, or FL). The position focuses on rapid issue resolution, cross-functional coordination, and proactive reporting to support service standards.

The role requires a Bachelor’s degree and customer-facing experience; compensation includes a base range of $104k-$131k with a potential total of up to $157k and a bonus target up to 15%.

Qualifications

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

Responsibilities

• Control Tower execution & escalation management: real-time monitoring, issue intake, escalation, and resolution for assigned customers or shifts with timely responses.
• Critical issue coordination & documentation: primary contact during critical issues, coordinate cross-functional responses, document escalations in centralized systems.
• Customer support & communication: assist issue-resolution calls, reviews, and ad hoc requests with timely status updates and clear resolution summaries.
• Business reviews & reporting: partner with senior leadership to prepare materials for MBRs, QBRs, and customer reporting.
• White glove execution: execute white glove processes for priority customers with proactive risk identification and rapid escalation.
• Operational insights & process improvement: support daily, weekly, monthly reporting on escalations and trends; surface recurring issues.
• Cross-functional alignment: collaborate with Operations, Field Operations, Line Haul, and Quality to drive resolution and performance.

Skills

Customer-facing

Escalation management

Reporting

Data-driven decisions

Education

Bachelor’s degree

Tools

CRM tools

Job description

OnTrac is hiring a Customer Experience Consultant to lead real-time monitoring and escalation for top customers in a hybrid role at one of our facilities (NJ, OH, IL, or FL). The position focuses on rapid issue resolution, cross-functional coordination, and proactive reporting to support service standards.

The role requires a Bachelor’s degree and customer-facing experience; compensation includes a base range of $104k-$131k with a potential total of up to $157k and a bonus target up to 15%.