Manager of Customer Service

OnTrac is hiring a Contact Center Manager!

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.

Location: Remote - This position may be performed remotely in states where the company is authorized to employ individuals.
Compensation: The expected starting base pay range for this position is $ 84,000- $ 105,000, with full potential base salary range over a successful candidate’s tenure in the position of $84,000- $126,000. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.
This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan.
Employment Logistics:
The Customer Center Manager leads a frontline customer support team responsible for managing customer cases through chat and text messaging channels. This role oversees Supervisors and associates, ensuring a high-quality, efficient, and customer-centric support experience in a fast-paced logistics environment.
Success in this position involves bringing strong people leadership, operational discipline, and a passion for coaching teams, improving performance, and delivering exceptional service while partnering cross-functionally to resolve escalations and improve customer processes.

Unpacking the Benefits:

Employees are eligible for a comprehensive benefits package which may include:

• 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

Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies.

The Must-Haves:
• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience)
• Minimum 4+ years of leadership experience in a contact center or customer service environment
• Experience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environment
• Strong leadership, coaching, and performance management skills
• Proven ability to analyze data and use insights to drive decisions and improvements
• Experience in logistics, transportation, or e-commerce industries preferred
• Proficiency with contact center tools, CRM systems, and reporting dashboards

Your Mission in Motion:
A summary of key responsibilities for the role is outlined below. Additional duties may be assigned as needed to support business objectives.
• Team leadership & channel operations: Lead and manage a team of frontline associates handling customer inquiries through chat and text messaging platforms.
• Service level performance & quality execution: Monitor daily operations to ensure service levels, response times, and quality standards are consistently met.
• Coaching, development & engagement: Coach, mentor, and develop team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team culture.
• KPI analysis & performance improvement: Analyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve results.
• Cross-functional partnership & escalation resolution: Partner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle complex customer issues effectively and on time.
• Documentation & case management discipline: Ensure consistent and accurate documentation of customer cases and interactions.
• Continuous improvement & operational efficiency: Drive improvement initiatives that enhance customer experience and operational efficiency using available data and insights.
• Workforce planning & staffing support: Support workforce planning, scheduling, and staffing needs to ensure coverage and respons