Customer Experience Consultant

OnTrac • Nashville, TN

3d • $104,800 - $157,200 • Hybrid

About The Position

OnTrac is hiring a Customer Experience Consultant to lead 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 is responsible for consistent operational performance, managing escalations, and ensuring customer issues are resolved quickly and effectively. The position partners 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 based at one of the Company’s operational facilities, with three days on site. New Jersey, Ohio, and Tennessee are preferred locations. The stated shift is Tuesday through Saturday.

The position offers an expected starting base pay range of $104,800–$131,000, with a potential base salary range over tenure of $104,800–$157,200. The role may also be eligible for bonus, commission, or other incentive compensation, with a bonus target of up to 15%. Compensation depends on experience, skills, internal equity, and other job-related factors.

Employees may be eligible for medical, dental, and vision insurance; life and short- and long-term disability coverage; a 401(k) plan with company match; flex vacation in specified states; floating holidays; paid sick leave; paid company holidays; paid pregnancy disability and parental bonding leave; wellness programs; and employee assistance programs. Benefits are subject to applicable plan terms and company policies.

Requirements

• Eight years of relevant experience with a bachelor’s degree, or equivalent experience; 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.
• Data-aware and comfortable using reporting and performance metrics to guide decisions.
• 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.
• Ability to understand and follow the security guidelines in OnTrac’s Acceptable Use policy.

Nice To Haves

• Experience supporting reporting, operational reviews, or customer communications.
• Education or equivalent 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, 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; provide customers with timely status updates and clear resolution summaries.
• Partner with senior leadership to prepare materials for monthly business reviews (MBRs), quarterly business reviews (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 on initiatives and 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 context and recommended actions.
• Understand and adhere to security guidelines outlined in OnTrac’s Acceptable Use policy.
• Perform additional duties as needed to support business objectives.

Benefits

• Medical, dental, and vision insurance
• Life insurance
• Short-term and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in eligible 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 programs
• Employee assistance programs
• Potential bonus, commission, or other incentive compensation, with a bonus target of up to 15%

What This Job Offers

• Job Type: Full-time
• Career Level: Senior