Shipper Experience Manager

OnTrac is hiring a Shipper Experience 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 (NYC, LA, Dallas or Inland Empire CA preferred) - This position may be performed remotely in states where the company is authorized to employ individuals. Compensation: The base pay range for this position is $105k - $157k. 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 15% Bonus Target. Employment Logistics: 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. This position will 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, while supporting reporting, customer communication, and white glove service execution. 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 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. 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. Control Tower execution & issue management: Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts, ensuring timely and effective response. Escalation tracking & operational discipline: Ensure escalations are clearly documented, tracked, and communicated through centralized systems, while maintaining adherence to escalation protocols and strong operational discipline. Critical issue coordination & resolution: Act as the primary point of contact during critical issues, coordinating cross-functional responses and driving resolution. Customer communication & review support: Support customer engagements including issue resolution calls, operational reviews, and ad hoc requests; ensure timely, accurate communication during active issues, including status updates and resolution summaries; partner with senior leadership to prepare materials for MBRs/QBRs, performance updates, and customer reporting. White glove execution: Execute white glove processes for priority customers, ensuring close monitoring, proactive identification of risks, and rapid escalation when needed; partner with leadership to implement new white glove initiatives and ensure consistent execution across the team. Reporting, insights & visibility: Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues; ensure accurate documentation of issues, actions, and outcomes to support visibility and reporting. Trend identification & process improvement: Identify recurring issues and surface trends to the Senior Manager for broader process improvement. Cross-functional alignment & leadership escalation: Partner with Operations, Field Ops, Line Haul, and Quality to drive alignment on issue resolution and operational performance; escalate systemic issues and risks to senior leadership with clear context and recommended actions. Team leadership & shift management: Manage and develop shift leads and frontline team members across assigned shifts; ensure consistent coverage and performance in a 24/7 operating model; drive accountability to performance standards, SLAs, and response times; provide coaching, feedback, and development opportunities to build a high-performing team. Paving your way to your success: You bring a strong operational mindset and manage real-time execution effectively, even when priorities shift quickly. You make quick, sound decisions in high-pressure situations. You communicate clearly and professionally, keeping both internal teams and customers informed with the right level of detail and urgency. You bring strong people leadership skills with experience coaching and developing frontline teams. You collaborate cross-functionally and influence without direct authority, using reporting and performance metrics to guide decisions. 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. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.