Senior Director of Customer Service Operations

OnTrac

4d • $180,000 - $270,000 • Remote

About The Position

OnTrac is hiring a Senior Director of Customer Service Operations! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. This position may be performed remotely in states where the company is authorized to employ individuals. The Senior Director of Customer Service Operations provides oversight of large-scale customer service operations, shaping the department’s vision, strategy, and operating model. This role influences enterprise-wide initiatives, drives transformational change, and ensures alignment with company objectives. This leader is accountable for strategic decision-making, departmental performance, budget stewardship, workforce planning, vendor performance, and talent development. The role focuses on improving customer experience, scalability, productivity, and cost structure across a complex customer service environment.

Requirements

• 15+ years of relevant experience, including experience leading divisions, with a Bachelor’s degree or equivalent
• Deep expertise in large-scale customer service and contact center operations, including: omni-channel support models, workforce management, quality assurance, customer experience, operational performance management
• Advanced financial fluency, including capital allocation, governance, and compliance at an enterprise scale
• Comprehensive understanding of the business and market context, enterprise strategy dynamics, and competitive landscapes
• It is the responsibility of every position to understand and adhere to the security guidelines outlined in OnTrac’s Acceptable Use policy and to conduct their activities accordingly.

Responsibilities

• Develop and execute the customer service operating model, including decisions around onshore, offshore, outsourced, automated, and self-service support capabilities.
• Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes that drive accountability and measurable results.
• Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and lead initiatives to address root causes.
• Redesign workflows, escalation processes, quality assurance programs, knowledge management practices, workforce management processes, and coaching programs to improve performance and consistency.
• Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer outcomes.
• Oversee departmental budgets, workforce planning, vendor performance, staffing strategies, and resource allocation to ensure efficient and effective service delivery.
• Use customer, operational, and workforce data to identify trends, prioritize opportunities, measure outcomes, and support informed decision-making.
• Communicate performance, risks, opportunities, and strategic recommendations to executive leadership while driving alignment across key stakeholders.
• Lead large-scale operational and organizational transformation initiatives while recruiting, developing, and leading a high-performing organization of leaders, managers, supervisors, and customer service professionals.
• Drive enterprise resilience by anticipating disruptions and formulating adaptive responses that protect customer experience and operational continuity.
• Build high-performing leadership benches and create measurable value through strong talent development, coaching, and organizational discipline.
• Communicate and influence across the enterprise and industry, using exceptional executive communication and stakeholder management to present tradeoffs and drive alignment.
• Develop strategic solutions and direction that influence cross-functional operations and improve enterprise performance.
• Anticipate emerging trends and market dynamics to shape long-term competitive positioning and customer service strategy.

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 states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

What This Job Offers

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