Customer Experience Consultant

OnTrac•Nashville, TN

3d•$104,800 - $157,200•Hybrid

About The Position

The Customer Experience Consultant leads day-to-day execution of the Customer Control Tower within a 24/7 operating model. The role owns real-time monitoring, rapid escalation, and high-quality communication for key customers, and serves as an execution leader responsible for consistent operational performance, escalation management, and timely resolution of customer issues. The Consultant works closely with Operations, Field Operations, Line Haul, and Quality to maintain service standards for top-tier and high-risk customers. This is a hybrid position performed at one of the company’s operational facilities three days onsite. New Jersey, Ohio, and Tennessee are preferred locations. The scheduled shift is Tuesday through Saturday, 12 p.m. to 8 p.m. The expected starting base pay range is $104,800–$131,000, with a potential base salary range over tenure of $104,800–$157,200. The position may also be eligible for incentive compensation, including a bonus target of up to 15%.

Requirements

Eight years of relevant experience with a Bachelor’s degree, or equivalent; an emphasis in Operations, Supply Chain, Business, Analytics, or a related field is preferred.
Expert understanding of customer experience best practices, industry principles, and terminology.
Experience in customer-facing operational roles, escalation management, or service recovery environments.
A strong operational mindset and ability to manage real-time execution and competing priorities.
Ability to make quick, sound decisions in high-pressure situations.
Clear communication skills, including timely and accurate updates to internal teams and customers.
Strong attention to detail and consistent follow-through on issue resolution and documentation.
Ability to collaborate cross-functionally and influence stakeholders without direct authority.
Must understand and adhere to OnTrac’s Acceptable Use policy security guidelines.

Nice To Haves

Experience supporting reporting, operational reviews, or customer communications.
Data awareness and comfort using reporting and performance metrics to guide decisions.
An emphasis in Operations, Supply Chain, Business, Analytics, or a related field.

Responsibilities

Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts while ensuring timely responses and adherence to escalation protocols.
Serve as the primary point of contact during critical issues, coordinate cross-functional responses, and ensure escalations are documented, tracked, communicated, and followed through using centralized systems.
Support issue-resolution calls, operational reviews, and ad hoc requests, providing customers with timely status updates and clear resolution summaries.
Partner with senior leadership to prepare materials for MBRs, QBRs, performance updates, and customer reporting.
Execute white glove processes for priority customers through close monitoring, proactive risk identification, and rapid escalation.
Partner with leadership to implement new initiatives and ensure consistent team execution.
Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues.
Identify recurring issues and surface trends to the Senior Manager for broader process improvement.
Partner with Operations, Field Operations, Line Haul, and Quality to align on issue resolution and operational performance.
Escalate systemic issues and risks to senior leadership with clear context and recommended actions.
Understand and adhere to the security guidelines outlined in OnTrac’s Acceptable Use policy.

Benefits

Medical, dental, and vision insurance.
Life and short- and long-term disability coverage.
401(k) retirement savings plan with company match.
Flex vacation in specified states, with accruals up to 96 hours in the first year and tenure-based increases up to 160 hours.
Two floating holidays per 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.