Senior Director of Customer Service Operations

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.

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 $180,000. - $225,000. with full potential base salary range over a successful candidate’s tenure in the position of $180,000. - $270,000. 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 of up to a 30% Bonus Target.
Employment Logistics:
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.

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:
• 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.

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.
• Customer service operating model: Develop and execute the customer service operating model, including decisions around onshore, offshore, outsourced, automated, and self-service support capabilities.
• Operating rhythms & performance management: Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes that drive accountability and measurable results.
• Root cause analysis & operational improvement: Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and lead initiatives to address root causes.
• Workflow, QA & workforce process redesign: Redesign workflows, escalation processes, quality assurance programs, knowledge management practices, workforce management processes, and coaching programs to improve performance and consistency.
• Tools, automation & AI enablement: Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer outcomes.
• Budget, staffing & vendor oversight: Oversee departmental budgets, workforce planning, vendor per