Manager of Customer Experience
About The Position
OnTrac is seeking a Manager of Customer Experience to lead customer experience operations, oversee staff, streamline procedures, and ensure efficient workflows. The role develops and executes strategies to improve the end-to-end customer journey, customer satisfaction, loyalty, and retention. It supports escalation pathways between the Commercial and Operations organizations and leads a team of 4–5 employees supporting the company’s largest volume and revenue accounts with daily operational questions and escalations. The position is remote in states where OnTrac is authorized to employ individuals. Expected starting base pay is $84,000–$105,000, with a full potential base salary range of $84,000–$126,000 over a successful candidate’s tenure. The role may also be eligible for 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 some states; floating holidays; paid sick leave; company holidays; paid pregnancy disability and parental bonding leave; and wellness and employee assistance programs. Benefits are subject to applicable plan terms and company policies.
Requirements
- 5 or more years of relevant experience, preferably including supervisory experience, with a bachelor’s degree or equivalent.
- Advanced knowledge of customer experience management principles, customer journey mapping, and service design methodologies.
- Knowledge of customer satisfaction measurement tools, customer feedback programs, and customer analytics.
- Financial literacy to manage budgets and evaluate team return on investment.
- Ability to lead a team of professionals and provide effective performance coaching.
- Ability to provide clear direction and support to team members within established company policies.
Nice To Haves
- Supervisory experience.
Responsibilities
- Develop and execute strategies that improve the end-to-end customer journey, customer satisfaction, loyalty, and retention.
- Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows.
- Support escalation pathways between Commercial and Operations, ensuring customer questions and operational issues are routed and addressed effectively.
- Oversee customer experience support for OnTrac’s largest volume and revenue accounts, including responses to daily operational questions and escalations.
- Lead, plan, schedule, and coach a team of 4–5 employees, providing direction and supporting consistent performance.
- Translate customer experience goals into clear, actionable plans and convert functional plans into operational processes.
- Develop and drive operational initiatives that achieve tactical objectives.
- Communicate effectively at all levels, adapting the approach and message to the audience.
- Understand and adhere to the security guidelines in OnTrac’s Acceptable Use policy.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short- 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
- Bonus or other incentive compensation, potentially up to a 15% bonus target
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
