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OnTrac

Headquartered in Chandler, Arizona, OnTrac is a package delivery company that provides overnight delivery services at ground rates to millions of consumers. This company offers a f

Shipper Experience Manager

Location

United States

Posted

8 days ago

Salary

$105K - $157K / year

Seniority

Lead

No structured requirement data.

Job Description

Shipper Experience Manager

OnTrac

Role Description The Shipper Experience Manager is responsible for leading day-to-day execution of the Customer Control Tower function within a 24/7 operating model. This role serves as a critical execution leader who owns real-time monitoring, rapid escalation, and high-quality communication for key customers, ensuring consistent operational performance and fast, effective issue resolution. - Partner closely with Operations, Field Ops, Line Haul, and Quality teams to drive alignment and maintain service standards for top-tier and high-risk customers. - Support reporting, customer communication, and white glove service execution. Qualifications - Bachelor’s degree or equivalent experience. - Experience in Operations, Supply Chain, Business, Analytics, or a related field preferred. - Experience working in customer-facing operational roles, escalation management, or service recovery environments. - Experience supporting reporting, operational reviews, or customer communications preferred. - Demonstrated experience leading teams in fast-paced environments; multi-shift or 24/7 experience preferred. Requirements - Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts, ensuring timely and effective response. - Ensure escalations are clearly documented, tracked, and communicated through centralized systems. - Act as the primary point of contact during critical issues, coordinating cross-functional responses and driving resolution. - Support customer engagements including issue resolution calls, operational reviews, and ad hoc requests. - Execute white glove processes for priority customers, ensuring close monitoring and rapid escalation when needed. - 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 Ops, Line Haul, and Quality to drive alignment on issue resolution and operational performance. - Manage and develop shift leads and frontline team members across assigned shifts. Benefits - Medical, dental, and vision insurance. - Life and short- and long-term disability coverage. - 401(k) retirement savings plan with company match. - Flex vacation with accruals up to 96 hours for first year of employment. - 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.

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