Manager of Customer Service (51)

Contact Center Manager

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, andexcel 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.

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:

• 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:

• 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 responsiveness meet customer demand.

Paving your way to your success:

• You bring familiarity with workforce management and quality assurance processes.
• You demonstrate excellent communication and interpersonal skills with both frontline teams and cross-functional partners.
• You thrive in a fast-paced, high-volume environment while maintaining focus and consistency.
• You apply strong problem-solving and conflict resolution skills to address customer and team challenges effectively.

Posting Timeline: This job posting is anticipated to remain open for at least 15 days from the date of posting

Disclosures:

*Washington state employees are eligible for up to 56 hours of paid sick leave annually.

The salary range above represents the national range for this position. The salary range may be inclusive of several career levels at OnTrac, and the actual base salary offered may vary depending on several factors including, but not limited to: Geographic location, candidate experience and qualifications, job-related skills and competencies, market alignment, and financial considerations.

Compensation decisions are made based on the specific circumstances of each hire to ensure fair and competitive pay.

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply! OnTrac is proud to be an Equal Opportunity Employer.

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace.