Remote Senior Director, Customer Service Operations

OnTrac; United States; On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and short- and long-term-disabi­l

401(k) retirement savings plan with公司匹

Job summary

OnTrac is hiring a Senior Director of Customer Service Operations to lead large-scale CS functions, shape the operating model, and drive enterprise-wide initiatives. This role focuses on improving customer experience, scalability, productivity, and cost structure within a fast-growing logistics environment.

The position offers remote work where authorized, a starting base pay range of $180,000-$225,000 with potential to $270,000, and a bonus target up to 30%.

Qualifications

• 15+ years of relevant experience including leadership of divisions.
• Deep expertise in large-scale customer service and contact center operations (omni-channel, workforce management, QA, CX, operational performance).
• Advanced financial fluency including capital allocation, governance, and compliance at an enterprise scale.
• Strong understanding of business and market context, enterprise strategy dynamics, and competitive landscapes.
• Commitment to security guidelines per OnTrac policy.

Responsibilities

• Develop and execute the customer service operating model, including onshore, offshore, outsourced, automated, and self-service capabilities.
• Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes.

Skills

Leadership experience

Large-scale customer service

Omni-channel support

Workforce management

Quality assurance

Customer experience

Operational performance management

Advanced financial fluency

Capital allocation

Governance

Compliance

Enterprise strategy

Education

Bachelor’s degree or equivalent

Job description

OnTrac is hiring a Senior Director of Customer Service Operations to lead large-scale CS functions, shape the operating model, and drive enterprise-wide initiatives. This role focuses on improving customer experience, scalability, productivity, and cost structure within a fast-growing logistics environment.

The position offers remote work where authorized, a starting base pay range of $180,000-$225,000 with potential to $270,000, and a bonus target up to 30%.